Service Desk Team Leader – Telecoms

About the role

We are seeking an experienced Service Desk Team Leader to supervise a shift of Service Desk Engineers at a leading datacentre organisation in London. The role operates on a 12‑hour rotating shift pattern and includes responsibility for hand‑over, incident management and team performance.

Key responsibilities

• Lead and manage a team of Service Desk Engineers, delegating work, handling absences and providing coaching.
• Ensure service level agreements are met, monitor performance data and apply standards to resolve or escalate issues.
• Oversee incident handling, documentation and closure according to agreed procedures.
• Analyse incident root causes and advise service owners on improvement actions.
• Maintain security of FM areas out of hours and manage customer deliveries.
• Participate in shift rota planning and ensure the shift is fully staffed.
• Conduct regular performance reviews in line with the company’s Performance Management Process.

Required profile

• Minimum BTEC National level education in telecommunications or IT.
• Strong knowledge of wide‑area networking protocols and testing methods.
• Ability to isolate faults and troubleshoot WAN, routers, switches, firewalls and servers.
• Good understanding of Microsoft and Linux operating systems.
• Experience with Cisco installation and maintenance, fibre‑optic testing and safe working practices.

Required skills

• Wide area networking (WAN) protocols
• RJ45, G.703, Type 43 BNC and fibre interfaces
• Routers, switches, firewalls, servers
• Microsoft OS, Linux OS
• Cisco I.M.C.R. (Installation & Maintenance of Cisco Routers)
• Fibre Optic Testing & Safe Working Practices
• CompTIA A+ certification
• CompTIA Network+ certification
• CCNA (Certified Cisco Network Associate) – desirable