Network Support Team Lead (Microsoft & Infrastructure)

• 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.
• 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.
• 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.
• Provide hands-on technical support and guidance across Microsoft 365, Microsoft Entra ID, Active Directory, Windows, Azure, Intune, Microsoft Defender, networking, wireless infrastructure, remote access, hardware, and backup/disaster recovery solutions.
• 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.

Technologies:

• Active Directory
• Azure
• Cloud
• Hardware
• Support
• ITSM
• Microsoft 365
• Microsoft Intune
• Security
• SharePoint
• TCP/IP
• Windows
• Office 365
• Network
• VPN

• 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.
• 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.
• 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

We are an established and growing IT Infrastructure and Managed Services Provider based in Central London, offering an office/client-based role with a salary of £45,000 - £55,000 plus training and career development. We support a diverse client portfolio and are looking for a technically strong support leader to help us deliver service excellence across Microsoft technologies, networking, cloud services, and end-user infrastructure. This role suits someone with service desk leadership experience who enjoys developing people, improving service delivery, and acting as a key escalation point for customers and engineers.