Adecco
Network Support Team Lead - (Wi-Fi, LAN/WAN) - London
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Network Support Team Lead - (Wi-Fi, LAN/WAN) - London
Location: Central London (Office based 5 days a week)
Salary: £45,000 - £55,000
Hands on position in which you will lead the Network & IT Support Team
As Network Support Team Lead, you'll be responsible for the day-to-day management of the Service Desk, ensuring incidents and service requests are handled efficiently and in line with agreed service levels, leading a team of 4 Network Support Engineers.
You'll lead from the front, supporting engineers with technical escalations while driving service quality, customer satisfaction, and continuous improvement across the support function.
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Essential Skills - Networking & Wi-Fi
- Enterprise Wi-Fi troubleshooting and support
- LAN/WAN
- TCP/IP, DNS, DHCP, VLANs and VPNs
- Switches, routers, firewalls and wireless access points
Team Leadership
- Lead, mentor and develop a team of Service Desk Analysts and Support Engineers.
- Manage resource planning, staff rotas and workload allocation.
- Assist with recruitment, onboarding and training initiatives.
- Create a positive, collaborative and customer-focused team culture.
- Conduct regular performance reviews and coaching sessions.
Service Desk Management
- Oversee daily Service Desk operations.
- Ensure tickets are managed effectively and within SLA targets.
- Monitor queues, workloads and escalation paths.
- Coordinate responses to high-priority incidents.
- Maintain excellent documentation and ticket quality standards.
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Customer Service & Escalations
- Act as the senior escalation point for customers and engineers.
- Resolve complex technical and service-related issues.
- Drive high levels of customer satisfaction.
- Communicate effectively during incidents, outages and service-impacting events.
- Identify recurring issues and implement preventative measures.
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