We are seeking a dynamic Technical Support Team Leader to drive service quality, streamline support operations, and champion a customer-first mindset. In this pivotal role, you will shape and enforce service standards, collaborate across teams, and lead continuous improvement efforts - all while ensuring complex issues are resolved and SLAs are met. If you're passionate about delivering top-tier support and inspiring high-performing teams, we want to hear from you!
Day-to-day of the role
* Lead and mentor the support team, manage incoming requests, enforce SLAs, and foster a culture of continuous improvement.
* Oversee resolution processes, escalate complex issues, maintain documentation, and implement escalation procedures.
* Ensure SLAs and KPIs are met, apply best practices, analyse support trends, and uphold IT and security policies.
* Communicate effectively across teams, provide regular updates, and ensure business needs are met.
Required Skills & Qualifications
* Minimum of four years in technical support and three years in a leadership role.
* Strong background in incident and problem management, service delivery, and performance metrics such as SLAs and KPIs.
* Experience managing hybrid support teams and familiarity with IT service management frameworks like ITIL.
* Technical expertise in troubleshooting, diagnostics, and administration across Windows and Linux environments.
* Proficient in using ticketing systems such as ServiceNow or JIRA.
* Degree in IT, Computer Science, or a related field, along with ITIL Foundation certification.
* Additional training in customer service or team leadership.
* Personal attributes include being calm under pressure, highly organised, and having a customer-first mindset.
* Strong communication and collaboration skills, capable of inspiring and developing others.
Benefits
* 25 days holiday plus bank holidays.
* Private Medical Insurance - Individual Cover.
* Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.
* 24/7 employee assistance programme with an easily accessible app.
* Family and friends' discounts on our services & products.
* Pension Scheme, up to 4% Company matched.
* Smart Tech & Cycle to work schemes.
* Free on-site parking.
If you are interested in this position please apply online or for more information please contact me
#J-18808-Ljbffr