IT & Software

IT Support Team Lead - London

Adecco

London · Greater London · United Kingdom

Overview

In this role, you lead the IT Support Team in a London-based service desk, ensuring incidents and service requests are resolved efficiently and within SLAs. You coach a team of 4 engineers, handling escalations and driving service quality, customer satisfaction, and continuous improvement. You actively manage operations and act as the senior escalation point during incidents, shaping a collaborative, customer-focused support culture. This is a hands-on leadership role with impact on service delivery and team development.

Responsibilities
  • Lead day-to-day Service Desk operations and manage a team of 4 Support Engineers
  • Mentor, develop, and manage resource planning, rotas, and workload allocation; assist with recruitment, onboarding and training
  • Create a positive, collaborative, customer-focused team culture; conduct performance reviews and coaching
  • Ensure ticket handling within SLA targets; monitor queues, workloads, and escalation paths
  • Coordinate responses to high-priority incidents; maintain documentation and ticket quality
  • Serve as senior escalation point for customers and engineers; resolve complex technical/service-related issues
  • Drive customer satisfaction and identify recurring issues to implement preventative measures
  • Communicate effectively during incidents, outages, and service-impacting events
Key requirements
  • 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
  • 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
  • Act as senior escalation point for customers and engineers; resolve complex technical and service-related issues
  • Drive high levels of customer satisfaction; communicate during incidents and identify preventative measures
  • Leadership
  • Coaching and mentoring
  • Customer-focused mindset
  • Enterprise Wi-Fi troubleshooting
  • LAN/WAN
  • TCP/IP

Reference: WJ-747_30833028

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