Network Support Lead

• Lead and support the Service Desk team in day-to-day network and technical operations.
• Act as first point of escalation for complex technical issues, including Major Incidents and Priority 1 tickets.
• Oversee ticket resolution, monitoring alerts, and ensuring proactive service management.
• Schedule and coordinate onsite visits where technical expertise is required.
• Produce service reports and participate in client service review meetings.
• Develop and refine team processes and best practices to improve efficiency and service quality.

Technologies:

• Cloud
• Cisco
• Support
• ITIL
• ITSM
• LAN
• Network
• microservices

• Hands-on experience with Cisco networking technologies; CCNA minimum, CCNP preferred.
• Proven experience in a technical support or service desk environment, ideally in a senior or team lead capacity.
• Strong leadership skills, able to coach, mentor, and motivate technical staff.
• Excellent problem-solving, analytical, and troubleshooting abilities.
• Solid understanding of enterprise networking, infrastructure, and common IT technologies.
• Experience with ITSM or ticketing platforms (incident, request, change management).
• Strong communication skills, both written and customer-facing.
• Proactive, customer-focused mindset with strong ownership and accountability.
• Valid driving licence for client visits.
• Familiarity with monitoring and alerting tools to support proactive incident management (desirable).
• Experience with event-driven and microservices architectures or cloud networking (desirable).
• Exposure to ITIL framework and best practice processes (desirable).

We are a leading technology consultancy known for our deep technical expertise and outstanding customer service. Based in Worcester, we specialize in LAN, Wi-Fi, Collaboration, and WAN technologies, supporting our customers with innovative and secure IT solutions. Our team is dedicated to providing excellent service, and we offer competitive benefits including a salary of £65,000 to £75,000 plus bonus, as well as opportunities for professional growth in a collaborative environment.