Location: Central London (Office/Client Based)
Salary: £45,000 - £55,000 + Training & Career Development
An established and growing IT Infrastructure and Managed Services Provider is seeking an experienced Network Support Team Lead to oversee its Service Desk function and lead a team of technical support professionals delivering support across the Microsoft technology stack, networking, cloud services, and end-user infrastructure.
This is an excellent opportunity for a technically strong support leader who enjoys developing people, improving service delivery, and acting as a key escalation point for both customers and engineers.
You'll play a pivotal role in ensuring service excellence across a diverse client portfolio, combining team leadership, technical oversight, service improvement initiatives, and customer engagement. The role would suit someone currently working as a Service Desk Team Leader, Helpdesk Manager, IT Support Manager, Technical Team Lead, Microsoft Team Lead, or Service Delivery Team Lead within an MSP or customer-facing IT environment.
The Role
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.
You'll lead from the front, providing technical guidance and escalation support across a broad Microsoft environment, whilst driving service quality, customer satisfaction, operational efficiency, and continuous improvement across the support function.
Key Responsibilities
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 technical development.
Foster a collaborative, customer-focused and high-performing team culture.
Conduct regular performance reviews, coaching sessions and career development planning.
Service Desk Management
Oversee day-to-day Service Desk operations.
Ensure tickets are managed effectively and within SLA targets.
Monitor queue health, engineer workloads and escalation paths.
Coordinate responses to major incidents and business-critical issues.
Maintain excellent documentation, ticket quality and support standards.
Customer Service & Escalations
Act as the senior technical escalation point for customers and engineers.
Troubleshoot and resolve complex infrastructure, networking and Microsoft-related issues.
Drive high levels of customer satisfaction and service delivery.
Communicate effectively during incidents, outages and service-impacting events.
Identify recurring issues and implement long-term solutions.
Technical Leadership
Provide hands-on technical support and guidance across:
Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
Microsoft Entra ID (Azure AD)
Active Directory & Group Policy
Windows 10/11 & Windows Server
Azure & Hybrid Cloud Environments
Intune / Endpoint Management
Microsoft Defender Suite
Networking, Switching, Routing & Firewalls
Enterprise Wi-Fi & Wireless Infrastructure
Remote Access & VPN Technologies
Hardware, End User Computing & Peripheral Devices
Backup, Disaster Recovery & Business Continuity Solutions
Reporting & Service Improvement
Produce service performance reports and management information.
Monitor KPI and SLA performance.
Review ticket trends, escalations and aged incidents.
Maintain knowledgebase documentation and operational procedures.
Identify opportunities for automation, standardisation and service optimisation.
Contribute to strategic improvements across support operations.
What We're Looking For
Essential Experience
Previous experience leading or supervising an IT Support, Service Desk or Helpdesk team.
Strong background working within an MSP or customer-facing IT support environment.
Experience managing ticket queues, escalations and SLA performance.
Proven ability to lead, mentor, coach and develop technical teams.
Strong customer-facing and stakeholder management skills.
Excellent troubleshooting, problem-solving and decision-making abilities.
Technical Knowledge
Microsoft 365 Administration.
Exchange Online, Teams, SharePoint and OneDrive.
Active Directory and Microsoft Entra ID.
Microsoft Intune and Endpoint Management.
Windows Desktop and Windows Server technologies.
Azure fundamentals and hybrid environments.
TCP/IP, DNS, DHCP and networking fundamentals.
Enterprise Wi-Fi and wireless networking.
Firewalls, VPNs and remote access technologies.
ITSM platforms, ticketing systems and RMM tools.
Desirable
Microsoft certifications (MS-102, MD-102, AZ-104 or equivalent).
Experience working within a Managed Service Provider.
Exposure to Microsoft Defender, security solutions and compliance technologies.
Knowledge of automation tools such as PowerShell
Salary description
£50000.00 - £55000.00 per year