Lead IT Support Engineer - Hands-On Team Lead (London)

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

Job summary

Adecco in London is seeking an IT Support Team Lead to manage a Service Desk team of four, ensuring incidents and requests are resolved within SLA. The role combines hands-on technical coaching with service-level governance to deliver high-quality IT support.

The successful candidate will mentor Service Desk Analysts and Support Engineers, oversee daily operations, coordinate escalations, and drive improvements in customer satisfaction while maintaining documentation standards.

Qualifications

• Experience diagnosing and resolving enterprise Wi‑Fi issues.
• Strong LAN/WAN fundamentals and routing protocols.
• Knowledge of TCP/IP, DNS, DHCP, VLANs and VPNs.
• Experience with switches, routers, firewalls and wireless APs.

Responsibilities

• Lead and develop a team of Service Desk Analysts and Support Engineers.
• Plan resources, rotations and workload; assist with recruitment and onboarding.
• Oversee daily Service Desk operations and ensure SLA adherence.
• Escalate and resolve complex incidents, drive customer satisfaction.
• Maintain documentation and ticket quality; communicate during incidents.

Skills

Enterprise Wi‑Fi troubleshooting

LAN/WAN

TCP/IP DNS DHCP VLANs VPNs

Switches Routers Firewalls APs

Job description

Adecco in London is seeking an IT Support Team Lead to manage a Service Desk team of four, ensuring incidents and requests are resolved within SLA. The role combines hands-on technical coaching with service-level governance to deliver high-quality IT support.

The successful candidate will mentor Service Desk Analysts and Support Engineers, oversee daily operations, coordinate escalations, and drive improvements in customer satisfaction while maintaining documentation standards.