Reactive Team Leader - Network Support at Node4

, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

28 Jul, 26

Salary

0.0

Posted On

29 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Incident Management, SLA Management, Network Support, Service Restoration, Performance Management, Data Analysis, Stakeholder Management, Escalation Management, Operational Leadership, Trend Analysis, Communication Skills, Major Incident Management, MSP Operations

Industry

IT Services and IT Consulting

Description

Internal Opportunity - Don't Miss Out! We are proud to have a dedicated, talented, and diverse workforce that continues to grow. As we expand through our own success and acquisitions, we never lose sight of the most important part of our business – our people. We want you to grow, learn, and evolve with us. About the role Leads Node4’s reactive network support function, accountable for SLA‑driven incident management and effective service restoration across customer environments. Provides people and operational leadership for a team of Network Support Engineers and Senior Engineers, driving ownership, quality, and performance. Owns day‑to‑day reactive support operations, including ticket flow, prioritisation, escalations, and customer communication during service‑impacting incidents. Acts as the management escalation point for reactive support, using data and collaboration with wider teams to improve outcomes and reduce repeat incidents. Responsibilites Lead and line manage the reactive Network Support team, including Network Support Engineers and Senior Engineers. Own day‑to‑day reactive incident management, ensuring effective ticket allocation, prioritisation, and progression. Drive accountability for ticket ownership, quality, and resolution, ensuring clear communication and customer updates. Own and manage SLA performance across all reactive support activity, taking action where performance is at risk. Act as the primary management escalation point for service incidents, including customer escalations and priority cases. Coordinate and support major incident management, working with senior engineers and wider service teams to restore service quickly and safely. Use data, reporting, and trend analysis to identify risks, recurring issues, and improvement opportunities within reactive support. Collaborate closely with Proactive Support, Network Delivery, Field Services, and Service Desk teams to improve end‑to‑end service outcomes. Ensure effective shift, on‑call, and coverage management, balancing operational demand with team wellbeing. What will you bring? Previous experience in a team leadership or supervisory role within an IT support or MSP environment. Strong understanding of network technologies and support operations (non‑hands‑on technical role). Proven experience working in SLA‑driven, ticket‑based support environments. Comfortable managing escalations, major incidents, and business‑critical service situations. Data‑driven approach to performance management and operational decision‑making. Strong communication skills, able to engage engineers, peers, and stakeholders effectively. Why apply? At Node4, we believe in fostering a culture of growth and development for our employees, and we encourage all internal candidates to apply for job openings. By applying for positions that match your current skill sets, you not only open up new career opportunities for yourself but also contribute to a diverse and innovative workplace. Internal candidates bring valuable insights and understanding of our company culture, values, and objectives, which can enhance team dynamics and drive our success further. We are committed to supporting your professional journey, and we look forward to seeing your applications!

Responsibilities

The role involves leading the reactive network support team to ensure effective incident management and service restoration. You will be responsible for managing SLA performance, handling escalations, and driving operational improvements through data analysis.