Global Technical Support Lead — ITIL & Escalations

Pelion; Glasgow; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work flexibility

3 days in Glasgow office

25 days holiday

Health and dental plans

Worldwide travel insurance

Job summary

Pelion in Glasgow is seeking a Technical Support Lead to own and scale our externally facing support function. You will lead a small, geographically distributed team, act as escalation point for complex connectivity issues, and run ITIL-based processes between Support, Service Delivery and Engineering.

The role demands a hands‑on problem solver with customer focus, end‑to‑end ownership and a proactive approach to continuous improvement.

Qualifications

• Experience leading externally facing technical support or service desk in a B2B tech environment.
• Hands‑on incident and problem management within ITIL/ITSM in live services.
• Strong technical background with ability to read connectivity issues and guide resolution.

Responsibilities

• Lead, coach and develop a small, geographically distributed team of support analysts.
• Manage scheduling, workload and coverage across EU and North American time zones.
• Act as primary escalation point for complex or time-sensitive customer issues.
• Serve as technical escalation point for connectivity, SIM, network and platform issues.
• Drive escalated issues to resolution and contribute to root cause analysis for major incidents.
• Own incident management end to end and coordinate major incidents with Service Delivery and Engineering.
• Drive problem management to remove root causes and prevent recurrence.
• Represent the support view at Change Advisory Board and maintain knowledge management.

Skills

ITIL/ITSM

Team leadership

External customer support

Incident management

Problem management

Networking fundamentals

CRM/ticketing tools

Hands-on problem-solving

Education

ITIL Foundation

Tools

HubSpot

Jira

Job description

Pelion in Glasgow is seeking a Technical Support Lead to own and scale our externally facing support function. You will lead a small, geographically distributed team, act as escalation point for complex connectivity issues, and run ITIL-based processes between Support, Service Delivery and Engineering.

The role demands a hands‑on problem solver with customer focus, end‑to‑end ownership and a proactive approach to continuous improvement.