Hybrid Global Technical Support Lead: ITIL Expert

Pelion; Glasgow; Hybrid; GBP 55,000 - 78,000; Full time

Benefits offered by this job

Flexible hybrid (3 days in Glasgow)

25 days holiday

Health and dental plans

Worldwide travel insurance

Health assessment

Job summary

Pelion is seeking a Technical Support Lead to own a hands-on, externally facing support function. You will lead a small, geographically distributed team across EU and North American time zones, acting as the escalation point for complex connectivity issues and running ITIL-based processes with Service Delivery and Engineering.

The role emphasizes end-to-end ownership, proactive improvement, and consistent, value-driven customer support across a growing IoT connectivity platform.

Qualifications

• Proven experience leading or supervising an externally facing technical support or service desk team in a B2B technology environment.
• Hands-on experience running incident and problem management within ITIL/ITSM frameworks in a live service environment.
• A solid technical background to diagnose connectivity issues beyond routing.
• Experience with CRM/ticketing tools (HubSpot, Jira or similar) and data-driven performance reporting.
• Excellent written and verbal communication and sound judgement under pressure.
• Background in a mobile, IoT, MVNO or telecoms environment with networking fundamentals.

Responsibilities

• Lead, coach and develop a small, geographically distributed support team across time zones.
• Manage scheduling, workload and coverage to meet response and resolution targets.
• Act as primary escalation point for complex or time-sensitive issues.
• Escalate connectivity, SIM, network and platform issues beyond first-line capability.
• Collaborate with Service Delivery and Engineering to drive escalated issues to resolution.

Skills

ITIL/ITSM leadership

team leadership

hands-on problem solving

externally facing support

CRM/ticketing tools

data-driven reporting

communication

Tools

HubSpot

Jira

Grafana

Job description

Pelion is seeking a Technical Support Lead to own a hands-on, externally facing support function. You will lead a small, geographically distributed team across EU and North American time zones, acting as the escalation point for complex connectivity issues and running ITIL-based processes with Service Delivery and Engineering.

The role emphasizes end-to-end ownership, proactive improvement, and consistent, value-driven customer support across a growing IoT connectivity platform.