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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Network Support Team Lead (Microsoft & Infrastructure) - **Company:** Adecco - **Location:** London, UK - **Experience:** Expert - **Salary:** £50,000.0 - £55,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Antivirus, Microsoft Azure, Cloud Computing, Dynamic Host Configuration Protocol, Disaster Recovery, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, Windows Servers, Networking Basics, Windows PowerShell, Remote Access Technology, Azure Active Directory, Microsoft SharePoint, TCP/IP, Windows Desktop, Wireless Networks, Wi-Fi Technology, Firewalls (Computer Science), Microsoft InTune, Network Support - **Published:** September 11, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5878317579 ## About the Role * 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 ## Description * 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. 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