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:
1. Strong background in ISP, telecoms, or network support, ideally with hands-on experience in connectivity troubleshooting.