IT Support Team Lead - London

Adecco; Greater London; On-site; GBP 45,000 - 55,000; Full time

Job summary

Adecco is seeking an IT Support Team Lead in Central London, office-based five days a week. You will head a 4-person IT Support team, manage the Service Desk and drive incident resolution to meet SLAs, while mentoring engineers and improving service quality.

You will oversee escalation handling, performance reviews, and recruitment support, shaping a proactive, customer-focused culture within the team.

Qualifications

• Experience leading an IT support/service desk team.
• Strong LAN/WAN, network protocols and security fundamentals.

Responsibilities

• Lead day-to-day management of the Service Desk.
• Mentor and develop a team of 4 Support Engineers.
• Ensure incidents and requests meet SLA targets and quality standards.
• Coordinate escalations and technical guidance for engineers.

Skills

Wi-Fi troubleshooting

LAN/WAN

TCP/IP

DNS

DHCP

VLANs

VPNs

Team leadership

Mentoring

Resource planning

Recruitment

Job description

Location: Central London (Office based 5 days a week)
Salary: £45,000 - £55,000

Hands on position in which you will lead a IT Support Team of 4

As IT 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 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.

• Enterprise Wi-Fi troubleshooting and support
• LAN/WAN
• TCP/IP, DNS, DHCP, VLANs and VPNs
• Switches, routers, firewalls and wireless access points
• 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.

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.