Network Support Services Team Leader

Neurosoft
is a leading Managed Services Provider (MSP) that specializes in offering end-to-end premium integrated services in the areas of Cyber Security, Technology Solutions and Field Services. Our services are designed to meet our customers’ holistic needs to increase efficiency and security, supporting business resilience and continuity. Neurosoft is active in Greece and Cyprus in both private and public sector projects and has been listed on the Italian Stock Exchange since 2009 while currently employing 300+ highly skilled professionals with deep expertise in their fields.

The statutory majority shareholder is Allwyn.

Τhe Network Support Services Team Leader is primarily responsible for leading and coordinating the Network and Security Support Team
, ensuring the timely and effective resolution of L2/L3 support incidents and service requests, in accordance with agreed SLAs and customer requirements. Drive the development of support engineers through ongoing technical guidance, knowledge sharing and training. Manage technical escalations, ensure clear definition to contractual support responsibilities and coordinate the implementation of change requests when required. Contribute to the continuous improvement of support processes, service quality and team performance.

Responsibilities:

• Lead and coordinate the Network and Security Support Team (L2/L3), ensuring high-quality technical support, timely ticket resolution, SLA compliance and customer satisfaction.
• Take ownership of complex network and security incidents, service requests escalated from ISC L1/L2 engineers, acting as the Level 3 escalation point for critical issues requiring advanced technical expertise.
• Monitor ticket queues, prioritize workloads, manage escalations and initiate corrective actions to ensure compliance with agreed SLAs and service commitments.
• Collaborate closely with the ISC team to ensure effective ticket handling, timely escalations, knowledge sharing and continuous improvement of troubleshooting processes.
• Develop and maintain training materials, troubleshooting guides and knowledge‑base documentation to promote knowledge sharing and standardize support processes.
• Lead root cause analysis (RCA) for recurring or major incidents and drive the implementation of permanent fixes and preventive actions.
• Oversee network and security infrastructure monitoring, ensuring alerts are investigated promptly and incidents are appropriately escalated.
• Coordinate vendor escalations to ensure timely resolution of complex technical issues.
• Collaborate with Network Engineering team to facilitate knowledge transfer, ensure proper handover of new solutions to support and maintain alignment between solution design, implementation and ongoing operations.
• Ensure configuration changes, maintenance activities and upgrades follow established change management procedures.
• Ensure clear understanding and consistent application of contractual support responsibilities, identifying and flagging activities that fall outside the agreed scope of support and should be handled through the change request process.
• Provide regular reporting to customers and management on support performance, SLA compliance, major incidents and service quality.
• Monitor and report on team performance, identifying workload trends, operational bottlenecks and opportunities for improvement.
• Drive continuous service improvement by optimizing troubleshooting workflows, escalation procedures, monitoring practices and automation opportunities.
• Mentor support engineers to develop their technical skills and obtain relevant technical certifications.

• BS/BA degree in Computer Science, Information Technology, or related discipline or equivalent experience.
• Knowledge/experience with Network…