IT Support Team Lead - London

IT Support Team Lead - London Location: Central London (Office based 5 days a week) Salary: £45,000 - £55,000 Hands on position in which you will lead a IT Support Team of 4 As IT 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, leading a team of 4 Support Engineers You'll lead from the front, supporting engineers with technical escalations while driving service quality, customer satisfaction, and continuous improvement across the support function. Essential Skills -

• Enterprise Wi-Fi troubleshooting and support
• LAN/WAN
• TCP/IP, DNS, DHCP, VLANs and VPNs
• Switches, routers, firewalls and wireless access points 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 training initiatives.
• Create a positive, collaborative and customer-focused team culture.
• Conduct regular performance reviews and coaching sessions. Service Desk Management
• Oversee daily Service Desk operations.
• Ensure tickets are managed effectively and within SLA targets.
• Monitor queues, workloads and escalation paths.
• Coordinate responses to high-priority incidents.
• Maintain excellent documentation and ticket quality standards. Customer Service & Escalations
• Act as the senior escalation point for customers and engineers.
• Resolve complex technical and service-related issues.
• Drive high levels of customer satisfaction.
• Communicate effectively during incidents, outages and service-impacting events.
• Identify recurring issues and implement preventative measures.