Nobul Resourcing Solutions provided pay range
This range is provided by Nobul Resourcing Solutions. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Nobul Resourcing Solutions
Technical Support Lead
Manchester - Hybrid
Are you ready to take ownership of a dynamic customer support operation in a hands-on role with manager-level responsibilities? We’re on the lookout for a Technical Customer Support Lead to be the driving force behind our support strategy, ensuring every interaction — both external and internal — is seamless, efficient, and impactful.
About the Role
As Technical Customer Support Lead, you’ll be at the heart of our operations, overseeing our Zendesk ticketing system and managing customer and team requests from start to finish. Whether it’s feature requests, bug reports, or onboarding support, you'll be the go-to expert ensuring nothing falls through the cracks. This is your chance to take charge, define workflows, and use data to shape the future of our support operations.
Key Responsibilities
* Full ownership of our Zendesk system — from configuring workflows to ensuring ticket accuracy and speed.
* Manage all incoming support — external requests and internal operational needs like access issues and incident escalations.
* Partner closely with Product to prioritise bug fixes and monitor resolution progress.
* Maintain transparent communication with customers, managing expectations until issues are resolved.
* Analyse ticket trends to reduce contact volumes through effective help desk resources, proactive communication, and feature updates.
* Apply ITIL best practices to handle incidents, categorise tickets, and solve problems efficiently.
* Develop and maintain a robust, user-friendly knowledge base.
* Write product resources and guides that enhance the customer experience and encourage self-service.
* Test and validate new product features ahead of release, ensuring quality and readiness.
What You’ll Bring
To thrive in this role, you’ll need to be organised, proactive, and customer-centric, with proven experience in technical support and ticket management. Here’s what we’re looking for:
* Technical expertise in Zendesk (or similar platforms) with skills in configuration, automation, and reporting.
* ITIL knowledge and experience applying best practices to support processes.
* A track record of excelling in customer/technical support roles with ticket ownership.
* Ability to quickly learn and master complex SaaS products.
* Experience creating clear and engaging knowledge base content.
* Skills in writing product resources that empower self-service and improve usability.
* A knack for testing and assessing new product features.
* Exceptional communication skills, translating technical details into plain language.
If you're passionate about elevating customer support, thrive in fast-paced environments, and want a career opportunity where you run your own operation with the autonomy to shape and improve support processes.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology and Customer Service
* Industries
IT Services and IT Consulting, IT System Custom Software Development, and Software Development
Referrals increase your chances of interviewing at Nobul Resourcing Solutions by 2x
Sign in to set job alerts for “Technical Support Specialist” roles.
Manchester, England, United Kingdom 3 weeks ago
Manchester, England, United Kingdom 2 weeks ago
Technical Support and Operations Engineer
Manchester Area, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 5 months ago
Manchester Area, United Kingdom 2 weeks ago
Deskside & Technology Support Analyst (Current SC required)
Manchester, England, United Kingdom 23 hours ago
Manchester, England, United Kingdom 1 day ago
Manchester, England, United Kingdom 1 month ago
Manchester, England, United Kingdom 1 week ago
Stockport, England, United Kingdom 1 week ago
Manchester, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 1 week ago
Manchester, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 3 days ago
Manchester, England, United Kingdom 2 weeks ago
Trafford Park, England, United Kingdom 4 days ago
Stockport, England, United Kingdom 2 weeks ago
Sales and Technical Support Representative
Manchester, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 2 months ago
1st Line Technical / Customer Service Support Agent
Manchester, England, United Kingdom 1 month ago
Sale, England, United Kingdom 2 weeks ago
Greater Manchester, England, United Kingdom 4 weeks ago
Trafford Park, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 2 weeks ago
Irlam, England, United Kingdom 4 days ago
Manchester, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 2 days ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr