IT Support Team Lead – London

Overview

In this role, you lead the IT Support Team in a London-based service desk, ensuring incidents and service requests are resolved efficiently and within SLAs. You coach a team of 4 engineers, handling escalations and driving service quality, customer satisfaction, and continuous improvement. You actively manage operations and act as the senior escalation point during incidents, shaping a collaborative, customer-focused support culture. This is a hands-on leadership role with impact on service delivery and team development.

Responsibilities

• Lead day-to-day Service Desk operations and manage a team of 4 Support Engineers
• Mentor, develop, and manage resource planning, rotas, and workload allocation; assist with recruitment, onboarding and training
• Create a positive, collaborative, customer-focused team culture; conduct performance reviews and coaching
• Ensure ticket handling within SLA targets; monitor queues, workloads, and escalation paths
• Coordinate responses to high-priority incidents; maintain documentation and ticket quality
• Serve as senior escalation point for customers and engineers; resolve complex technical/service-related issues
• Drive customer satisfaction and identify recurring issues to implement preventative measures
• Communicate effectively during incidents, outages, and service-impacting events

Key requirements

• 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
• 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
• Act as senior escalation point for customers and engineers; resolve complex technical and service-related issues
• Drive high levels of customer satisfaction; communicate during incidents and identify preventative measures

• Leadership
• Coaching and mentoring
• Customer-focused mindset
• Enterprise Wi-Fi troubleshooting
• LAN/WAN
• TCP/IP

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