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

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.

Essential Skills - 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

• 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.