Lead, Mentor and Support a High-Performing Network Services Team
$170,000 to $180,000 package plus benefits and incentives
Coach and Mentor Level 1 and Level 2 Network Support Engineers
Strong Technical Capability in Networking/ Service Desk Best Practices
The Team Lead - Network Services will provide technical leadership, coaching, and operational oversight while ensuring that Level 1 and Level 2 Network Support Engineers deliver responsive, high-quality network, telecommunications and security support across a broad portfolio of customer environments.
Working closely with customers, vendors, and internal teams, this role will help ensure that managed network services remain reliable, secure, customer-focused, and aligned with Information Technology Service Management (ITSM) best practices.
Core Deliverables include but not limited to.
- Lead, mentor, and support a team of Level 1 and Level 2 Network Support Engineers.
- Build a positive, collaborative, and customer-focused team culture.
- Provide regular coaching, technical mentoring, and career development opportunities.
- Conduct one-on-one meetings, performance reviews, and development planning.
- Support recruitment, onboarding, and ongoing technical training.
- Promote knowledge sharing and maintain high-quality technical documentation and operational standards.
Service Delivery & Customer Support
- Lead the delivery of network support services across a large and diverse managed services customer base.
- Ensure customers receive responsive, professional, and high-quality technical support.
- Manage team workloads, ticket queues, priorities, and resource allocation to consistently achieve SLA and KPI targets.
- Act as the primary escalation point for complex networking and infrastructure incidents.
- Ensure Incident, Request, Problem, Change, Knowledge, and Service Level Management processes are consistently applied in accordance with ITSM and ITIL best practices.
- Drive continual service improvement by analysing operational performance, identifying trends, and implementing process improvements.
- Build strong relationships with customers by understanding their operational needs and ensuring consistent service excellence.
- Coordinate major incidents, planned maintenance, and after-hours support activities when required.
Technical Leadership
- Provide technical oversight across customer network environments, including:
- Enterprise routing and switching
- LAN, WAN, and SD-WAN technologies
- Wireless networking
- Firewalls and network security
- VPN technologies
- Internet and carrier connectivity
- DNS, DHCP, and TCP/IP services
- Support the ongoing optimisation, maintenance, and lifecycle management of customer network infrastructure.
- Work closely with Professional Services and Project teams to transition new customer environments into managed support.
- Drive automation, standardisation, documentation, and operational excellence across the managed services environment.
- Provide strong networking expertise across routing, switching, wireless, firewalls, SD-WAN, VPNs, and enterprise networking.
- Demonstrate experience supporting Microsoft technologies including Microsoft 365, Azure, Windows Server, and Active Directory.
- Articulate strong troubleshooting skills across networking, infrastructure, and cloud connectivity.
Qualifications
- ITIL Foundation, ITIL 4 Managing Professional, or equivalent IT Service Management certification.
- Cisco CCNA or CCNP.
- Fortinet FCP / NSE.
- Palo Alto Networks certifications.
- Aruba or Juniper certifications.
