Job Description

Lead, Mentor and Support a High-Performing Network Services Team

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$170,000 to $180,000 package plus benefits and incentives

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Coach and Mentor Level 1 and Level 2 Network Support Engineers

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Strong Technical Capability in Networking/ Service Desk Best Practices

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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.

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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.

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Core Deliverables include but not limited to.

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- Lead, mentor, and support a team of Level 1 and Level 2 Network Support Engineers.
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- Build a positive, collaborative, and customer-focused team culture.
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- Provide regular coaching, technical mentoring, and career development opportunities.
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- Conduct one-on-one meetings, performance reviews, and development planning.
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- Support recruitment, onboarding, and ongoing technical training.
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- Promote knowledge sharing and maintain high-quality technical documentation and operational standards.
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Service Delivery & Customer Support

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- Lead the delivery of network support services across a large and diverse managed services customer base.
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- Ensure customers receive responsive, professional, and high-quality technical support.
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- Manage team workloads, ticket queues, priorities, and resource allocation to consistently achieve SLA and KPI targets.
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- Act as the primary escalation point for complex networking and infrastructure incidents.
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- Ensure Incident,



Request, Problem, Change, Knowledge, and Service Level Management processes are consistently applied in accordance with ITSM and ITIL best practices.
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- Drive continual service improvement by analysing operational performance, identifying trends, and implementing process improvements.
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- Build strong relationships with customers by understanding their operational needs and ensuring consistent service excellence.
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- Coordinate major incidents, planned maintenance, and after-hours support activities when required.
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Technical Leadership

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- Provide technical oversight across customer network environments, including:
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- Enterprise routing and switching
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- LAN, WAN, and SD-WAN technologies
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- Wireless networking
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- Firewalls and network security
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- VPN technologies
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- Internet and carrier connectivity
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- DNS, DHCP, and TCP/IP services
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- Support the ongoing optimisation, maintenance, and lifecycle management of customer network infrastructure.
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- Work closely with Professional Services and Project teams to transition new customer environments into managed support.
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- Drive automation, standardisation, documentation, and operational excellence across the managed services environment.
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- Provide robust networking expertise across routing, switching, wireless, firewalls, SD-WAN, VPNs, and enterprise networking.
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- Demonstrate experience supporting Microsoft technologies including Microsoft 365, Azure, Windows Server, and Active Directory.
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- Articulate strong troubleshooting skills across networking, infrastructure, and cloud connectivity.
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Qualifications

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- ITIL Foundation, ITIL 4 Managing Professional, or equivalent IT Service Management certification.
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- Cisco CCNA or CCNP.
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- Fortinet FCP / NSE.
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- Palo Alto Networks certifications.
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- Aruba or Juniper certifications.
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📌 Team Lead - Network Services (Williamstown)
🏢 Green IT Talent
📍 Williamstown