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

Overview

In this role you will lead the Network & IT Support Team to ensure efficient incident and service request handling and maintain service levels. You will guide from the front, supporting engineers with escalations and driving service quality, customer satisfaction, and continuous improvement across the support function. You’ll oversee daily Service Desk operations and act as the senior escalation point for customers and engineers. This is a hands-on leadership role in a central London office, focused on enterprise networking and Wi‑Fi support at scale.

Responsibilities

• Manage day-to-day Service Desk operations and ensure tickets meet SLA targets
• Lead a team of 4 Network Support Engineers and provide technical escalations
• Drive service quality, customer satisfaction, and continuous improvement across the support function
• Monitor queues, workloads, and escalation paths; coordinate responses to high-priority incidents
• Maintain documentation and ticket quality standards
• Act as senior escalation point during incidents and outages; communicate during service-impacting events
• Support recruitment, onboarding, and training initiatives; develop a positive, collaborative team culture
• Conduct regular performance reviews and coaching sessions

Key requirements

• Networking & Wi-Fi
• Enterprise Wi-Fi troubleshooting and support
• LAN/WAN
• TCP/IP, DNS, DHCP, VLANs and VPNs
• Switches, routers, firewalls and wireless access points
• Team Leadership
• Oversee Service Desk operations and SLA adherence
• Customer service & escalations management

• Leadership
• Customer-focused
• Clear communication during incidents
• Networking & Wi-Fi
• LAN/WAN
• TCP/IP, DNS, DHCP, VLANs, VPNs

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