Network Support Team Lead (Microsoft & Infrastructure)

As Network Support Team Lead, you will oversee the Service Desk, guiding a team to deliver efficient incident and request handling while upholding SLAs. You will provide hands-on technical guidance across a broad Microsoft stack and networking domain, driving service quality, customer satisfaction, and continuous improvement. You’ll act as the main escalation point for customers and engineers and contribute to performance reporting and service optimisation. This role combines people leadership with technical oversight in a client-facing MSP environment. You will work closely with cross-functional teams to shape service delivery and drive impact for numerous clients.

• Training & Career Development

• Lead, mentor and develop Service Desk Analysts and Support Engineers
• Manage resource planning, staff rosters and workload allocation
• Assist with recruitment, onboarding and technical development
• Foster a collaborative, customer-focused and high-performing team culture
• Conduct performance reviews, coaching, and career development planning
• Oversee day-to-day Service Desk operations and ensure tickets meet SLA targets
• Monitor queue health, workloads and escalation paths
• Coordinate responses to major incidents and critical issues
• Maintain documentation, ticket quality and support standards
• Act as senior technical escalation point for customers and engineers
• Troubleshoot and resolve complex infrastructure, networking and Microsoft-related issues
• Drive customer satisfaction and service delivery
• Communicate effectively during incidents and outages
• Identify recurring issues and implement long-term solutions
• Provide hands-on technical support across Microsoft 365, Entra ID, AD GP, Windows, Azure, Intune, Defender, networking and security
• Produce service performance reports and management information
• Monitor KPI and SLA performance
• Identify automation and standardisation opportunities
• Contribute to strategic improvements across support operations

• Experience leading or supervising an IT Support, Service Desk or Helpdesk team
• Background in MSP or customer-facing IT support
• 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 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

• Customer-focused
• Leadership and people development
• Strong communication
• Microsoft 365 Administration
• Exchange Online
• Teams