Hybrid Tech Support Team Lead - SLA Champion & Mentor

Reed Technology; New Milton; Hybrid; GBP 45,000 - 50,000; Full time

Job summary

A leading technology solutions provider is seeking an experienced Technical Support Team Leader to oversee service quality and streamline operations. The successful candidate will lead a hybrid team, ensure service delivery meets SLAs, and foster a customer-first culture. Candidates should have significant experience in technical support, strong incident management skills, and relevant qualifications. This role offers a competitive salary and comprehensive benefits including medical insurance and generous holiday allowance.

Benefits

25 days holiday plus bank holidays

Private Medical Insurance

Discounts on various services and products

24/7 employee assistance programme

Pension Scheme with company match

Cycle to work schemes

Free on-site parking

Qualifications

• Minimum of four years in technical support and three years in a leadership role.
• Experience managing hybrid support teams.
• Familiarity with IT service management frameworks like ITIL.

Responsibilities

• Lead and mentor the support team, ensuring SLAs are met.
• Oversee resolution processes and maintain documentation.
• Communicate effectively across teams and provide regular updates.

Skills

Technical expertise in troubleshooting

Incident and problem management

Service delivery experience

Strong communication skills

Leadership skills

Education

Degree in IT, Computer Science, or a related field

ITIL Foundation certification

Tools

ServiceNow

JIRA

Job description

A leading technology solutions provider is seeking an experienced Technical Support Team Leader to oversee service quality and streamline operations. The successful candidate will lead a hybrid team, ensure service delivery meets SLAs, and foster a customer-first culture. Candidates should have significant experience in technical support, strong incident management skills, and relevant qualifications. This role offers a competitive salary and comprehensive benefits including medical insurance and generous holiday allowance.