Network Support Team Lead - (Wi-Fi, LAN/WAN) - London

Adecco Portugal; Greater London; On-site; GBP 50,000 - 55,000; Full time

Job summary

Adecco Portugal in London is seeking a Network Support Team Lead to manage the day-to-day operations of the Service Desk and lead a team of 4 Network Support Engineers. The role focuses on delivering efficient incident handling, mentoring staff, and maintaining high service levels.

You will lead from the front with hands-on support for escalations, promoting continuous improvement across the network and IT support functions to enhance customer satisfaction.

Responsibilities

• Lead the day-to-day management of the Service Desk and ensure SLA targets are met.
• Manage a team of 4 Network Support Engineers; provide mentoring and coaching.
• Coordinate incident responses and escalations; drive service quality and customer satisfaction.
• Oversee resource planning, staff rotas and workload allocation; support recruitment and onboarding.

Skills

Leadership

Team management

Service desk management

Customer service

Technical escalation

Wi-Fi troubleshooting

LAN/WAN

TCP/IP

DNS

DHCP

VLANs

VPNs

Mentoring

Job description

Network Support Team Lead - (Wi-Fi, LAN/WAN) - London

Location: Central London (Office based 5 days a week) Salary: £50,000 - £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.

• 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.