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We are looking to recruit a Network Support Lead for a leading technology consultancy. My client have a fantastic reputation in the market for combining deep technical expertise with outstanding customer service, the business specialises in LAN, Wi-Fi, Collaboration, and WAN technologies, supporting customers with innovative and secure IT solutions. The Role This is a hands-on technical leadership role, balancing operational oversight with direct involvement in solving complex network issues. You will act as a senior escalation point for the team, manage high-priority incidents, and ensure service levels are consistently met, all while maintaining excellent customer relationships. You will lead by example, mentoring and guiding the team while remaining actively involved in day-to-day technical activities. This is an excellent opportunity for a technically skilled network professional to step into a leadership position without losing hands-on engagement.
Job Responsibility:
Lead and support the Service Desk team in day-to-day network and technical operations
Act as first point of escalation for complex technical issues, including Major Incidents and Priority 1 tickets
Oversee ticket resolution, monitoring alerts, and ensuring proactive service management
Schedule and coordinate onsite visits where technical expertise is required
Produce service reports and participate in client service review meetings
Develop and refine team processes and best practices to improve efficiency and service quality
Requirements:
Hands-on experience with Cisco networking technologies
CCNA minimum, CCNP preferred
Proven experience in a technical support or service desk environment, ideally in a senior or team lead capacity
Strong leadership skills, able to coach, mentor, and motivate technical staff
Excellent problem-solving, analytical, and troubleshooting abilities
Solid understanding of enterprise networking, infrastructure, and common IT technologies
Experience with ITSM or ticketing platforms (incident, request, change management)
Strong communication skills, both written and customer-facing
Proactive, customer-focused mindset with strong ownership and accountability
Valid driving licence for client visits
Nice to have:
Familiarity with monitoring and alerting tools to support proactive incident management
Experience with event-driven and microservices architectures or cloud networking
Exposure to ITIL framework and best practice processes