Job Description
Technical Support Shift Leader
Must be eligible to work in the UK.
Hybrid - 1 day per week in Harrogate
Paying up to £35,000 + 20% shift allowance (£42,000 total)
A leading UK Internet Service Provider is looking for an experienced Technical Support Shift Leader to join their high-performing Connectivity Support team on a permanent basis. This is an opportunity to step into a pivotal role at the heart of their operations, supporting a national customer base and guiding a team of skilled technical analysts.
Key responsibilities:
* Acting as the primary escalation point for complex technical issues across broadband, fibre, and network connectivity.
* Providing calm, structured leadership during high-pressure client incidents, ensuring swift resolution and clear communication.
* Coaching and supporting a team of technical support engineers, helping them grow capability and confidence.
* Overseeing shift performance, workflow, and service quality to maintain exceptional customer experience.
* Working closely with NOC, engineering, and service management teams to drive continuous improvement and reduce repeat issues.
Required experience:
* Strong background in ISP, telecoms, or network support, ideally with hands-on experience in connectivity troubleshooting.
* Proven ability to lead, mentor, or coordinate a technical team in a fast-paced environment.
* Excellent communication skills with the confidence to handle escalations from both internal teams and external clients.
* A proactive mindset with the ability to prioritise, make decisions, and maintain service stability during incidents.
* Knowledge of networking fundamentals (TCP/IP, routing, DNS, broadband technologies) is highly beneficial.
Must be eligible to work in the UK.
Hybrid - 1 day per week in Harrogate
Paying up to £35,000 + 20% shift allowance (£42,000 total)
HOURS OF WORKDue to the nature of this role, you will be required to work a rolling continental shift pattern based on the following hours:X 2 day shifts from 7.00am to 7.00pmX 2 night shifts from 7.00pm to 7.00amThe above shift pattern would be followed by a 4 day rest period. Due to the nature of a support role, there may be occasions where cover would be required for holidays / sickness.