Lead Support & Service Technician
Location: Northampton
Permanent, Full-time
Salary Dependent on Experience
Our client is a specialist in Mobile Computing, Data Capture and Warehouse Management. Combining their customisable software with the highest quality hardware and using barcodes as a language, they are providing cost effective and work efficient packages for effective Warehouse Management.
Established in 1982, they have continuously pushed the boundaries to develop a solution and expand their product range - whilst maintaining a leading edge in technology for data collection and management.
Brief Role Outline
The Senior Service Delivery & Customer Support Lead is a senior, hands-on role responsible for overseeing day-to-day service delivery, maintaining service standards, and acting as an escalation point for complex customer and technical issues.
This role provides operational leadership and technical oversight within the support function, working closely with management and project teams, while remaining actively involved in service delivery and continuous improvement.
Key Responsibilities Service Delivery & Operational Oversight
Oversight of daily service desk and support activities
Managing and maintaining the internal call management and logging system
Triage, prioritisation, and escalation of support requests
Ensuring support services are delivered in line with agreed SLAs and procedures
Identifying and resolving recurring issues and service bottlenecks
Maintaining standards across the Northampton office environment
Senior Support & Escalation
Acting as the senior escalation point for complex support and customer issues
Providing timely, high-quality solutions to technical and service-related problems
Detecting, tracking, and documenting software defects and inconsistencies
Producing and maintaining support documentation and knowledge-base materials
Applying quality engineering principles across the Agile product lifecycle
Leadership (Non-Managerial)
Providing day-to-day guidance and support to junior team members
Supporting apprentices through structured mentoring and on-the-job training
Promoting consistent working practices, professionalism, and service standards
Flagging risks, capacity issues, and service concerns to senior management
(This role does not carry formal line-management responsibility.)
Projects & Continuous Improvement
Contributing to project delivery by reviewing specifications and requirements
Supporting system, integration, and regression testing where required
Assisting with the development of automation scripts and service improvements
Identifying opportunities to improve service methods, workflows, and efficiency
Working closely with project teams and other departments
Stakeholder & Communication
Attending weekly project meetings and relevant operational meetings
Preparing input for service performance reporting and customer updates
Supporting customer communications where technical input is required
Building effective working relationships across teams and departments
Skills & Experience
Significant experience in a senior support or service delivery role
Strong technical problem-solving and diagnostic skills
Experience working with service desks, ticketing systems, and SLAs
Ability to provide leadership without formal people management
Strong communication and documentation skills
Comfortable balancing hands-on work with senior-level oversight
Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy. You may be contacted directly by the employer should they wish to progress your application. Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful.
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