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

Adecco (Portugal); Greater London; Vor Ort; GBP 50.000 - 55.000; Vollzeit

Zusammenfassung

Adecco (Portugal) in London seeks a Network Support Team Lead to manage the Service Desk and a team of 4 engineers, focused on Wi-Fi, LAN/WAN, and network operations.

You will drive incident resolution, SLA adherence, staff rotas, and ongoing service improvement while mentoring engineers and coordinating recruitment and training.

You will work hands-on in a central London office, with a salary in the £50k–£55k range.

Aufgaben

• Lead the Network Support Engineers and Service Desk, ensuring SLA targets are met.
• Oversee daily Service Desk operations and incident management with timely escalations.
• Drive continuous service improvement and high customer satisfaction across the team.
• Coordinate resource planning, staff rotas, recruitment, onboarding and training initiatives.

Jobbeschreibung

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.