Connectivity Service Desk Team Leader

About the role

Our client, a leading provider of connectivity, managed IT and cybersecurity services, is looking for a Connectivity Service Desk Team Leader. You will lead a team of network engineers, act as a senior escalation point, and ensure the reliability of critical network infrastructure.

Key responsibilities

• Lead, develop and mentor a team of Network Engineers delivering customer‑focused support.
• Act as senior escalation point for complex networking incidents, requests and changes.
• Troubleshoot and resolve advanced network issues with customers and third‑party suppliers.
• Commission, maintain and upgrade network infrastructure in a service‑provider environment.
• Manage network changes to minimise service disruption.
• Develop and maintain operational processes, procedures and technical documentation.
• Build and maintain a knowledge base and keep infrastructure documentation up to date.
• Provide out‑of‑hours support for planned or emergency activities.
• Drive continuous improvement across service delivery, processes and team performance.

Required profile

• Minimum 5 years’ experience in a Service Desk, ISP, MSP or similar networking environment.
• Proven experience leading technical teams while remaining hands‑on.
• Strong knowledge of routing, switching and wireless technologies.
• Solid understanding of TCP/IP, OSI model, MPLS and VPLS deployment and management.
• Extensive experience supporting Juniper environments in a service‑provider setting.
• Experience with scripting, automation and network‑automation tooling.

Required skills

• Routing
• Switching
• Wireless technologies
• TCP/IP
• OSI model
• MPLS
• VPLS
• Juniper networking
• BGP Route Reflectors
• Dual‑stack networking
• RSVP
• Scripting (any language)
• Network automation tooling
• DDoS mitigation technologies
• PCI DSS compliance knowledge

What we offer

• Competitive salary plus bonus
• Employee Share Plan
• Private healthcare
• Pension scheme
• Life assurance and income protection
• Enhanced annual leave and mental health support
• Cycle‑to‑work scheme, gym discounts, travel loan and more