Connectivity Service Desk Team Leader

Our client, a leading provider of connectivity, managed IT and cybersecurity services, is seeking a Connectivity Service Desk Team Leader to lead a team of network professionals responsible for supporting and maintaining critical network infrastructure.

This role combines technical leadership with hands-on network engineering expertise, offering the opportunity to shape operational excellence, mentor engineers, and support the continued growth of a high-performing networking function.

What you'll do

• Lead, develop and mentor a team of Network Engineers delivering customer-focused support services.
• Act as a senior escalation point for complex networking incidents, requests and changes.
• Troubleshoot and resolve advanced network issues in collaboration with customers and third-party suppliers.
• Commission, maintain and upgrade network infrastructure across a service provider environment.
• Manage network changes and ensure minimal disruption to services.
• Develop and maintain operational processes, procedures and technical documentation.
• Build and maintain a comprehensive knowledge base for the wider team.
• Ensure network infrastructure documentation remains accurate and up to date.
• Support network operations outside of core business hours when required for planned or emergency activities.
• Drive continuous improvement across service delivery, operational processes and team performance.

You'll work closely with network operations, engineering teams, customers and external suppliers to maintain service quality, improve operational efficiency and support business growth.

• Minimum 5 years' experience within a Service Desk, ISP, MSP or similar networking environment.
• Proven experience leading technical teams while remaining hands-on technically.
• Strong knowledge of routing, switching and wireless technologies.
• Solid understanding of TCP/IP, OSI models, MPLS and VPLS deployment and management.
• Extensive experience supporting Juniper networking environments within a service provider setting.
• Strong understanding of MPLS, RSVP, VPLS, BGP Route Reflectors and dual-stack networking.
• Experience with scripting, automation and network automation tooling.
• Knowledge of DDoS mitigation technologies and best practices.
• Familiarity with compliance and governance frameworks such as PCI DSS, ISO 27001 and ITIL.
• Excellent communication skills with the ability to engage technical and non-technical stakeholders.

The ideal candidate will bring strong leadership capability, a proactive approach to problem solving and a passion for delivering exceptional customer service within a fast-paced and evolving technical environment.

Desirable Skills & Certifications

• CCNA
• CCNP
• JNCIA-Junos
• Fortinet NSE Certifications
• SolarWinds Certified Professional
• ITIL Foundation
• Degree qualification or equivalent commercial experience
• Experience with CRM and ERP platforms such as Salesforce or Oracle

Why join?

• Opportunity to lead a highly skilled networking team.
• Work within a growing technology organisation investing heavily in infrastructure and services.
• Significant scope to influence operational processes and technical strategy.
• Excellent package including bonus, share scheme and comprehensive benefits.
• Supportive culture focused on collaboration, development and continuous improvement.