Information Technology Support Team Lead

Employal; Glasgow; Hybrid; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Hybrid working

New Glasgow office

Technology investment

Job summary

Employal in Glasgow is seeking an experienced Technical Support Manager to bring structure and operational discipline to a growing SaaS support function. You will own the team, streamline processes, and drive performance in a complex technical environment.

This hands-on leadership role focuses on coaching, improving workflows, managing escalations, and delivering high-quality service. You will collaborate cross-functionally to enhance customer experience, SLA delivery, and product performance in

Qualifications

• Experience leading a technical support or service desk team.
• Ability to develop teams and drive performance in a SaaS environment.
• Proven track record in improving support processes and workflows.
• Strong stakeholder engagement and cross-functional collaboration.
• Experience managing escalations and complex technical issues.
• Excellent communication and coaching abilities.

Responsibilities

• Lead, mentor, and develop the existing technical support team.
• Drive SLA performance, customer satisfaction, and first-contact resolution.
• Manage escalations for enterprise customers and ensure timely resolution.
• Implement and optimize support processes, workflows, and troubleshooting frameworks.
• Analyze support trends and identify opportunities for continuous improvement.
• Collaborate with product, engineering, and customer success to improve experience.
• Oversee day-to-day IT helpdesk operations and maintain documentation.
• Maintain and improve IT policies and knowledge base articles.

Skills

Leadership

Coaching

Communication

Customer focus

Process improvement

SLA management

Job description

Glasgow, Hybrid (3 days a week in the office)

Full Time, Permanent

My client is a well-established SaaS business trusted by leading global brands. As they continue to scale, they are looking to recruit an experienced Technical Support Manager to bring structure, performance focus and operational discipline to their technical support function.

This is an exciting opportunity to take ownership of an established support team and play a key role in shaping how support is delivered to a growing customer base. You will be responsible for improving processes and ensuring a consistently high standard of service across a complex technical environment.

The role

We are looking for a hands‑on leader who thrives on bringing structure to busy operations, developing teams, and implementing data-driven ways of working. You will oversee technical support activity, manage escalations, and optimise workflows.

If you enjoy leading, driving continuous improvement, and making an impact within a growing technology business, this is an opportunity where you can truly make your mark.

• Leading, mentoring, and developing existing team
• Driving SLA performance, customer satisfaction, and first-contact resolution
• Managing technical escalations for key enterprise customers
• Implementing support processes, workflows, and troubleshooting frameworks
• Analysing support trends and identifying opportunities for continuous improvement
• Collaborating cross-functionally to improve customer experience and product performance
• Manage the day-to-day operation of the IT helpdesk, ensuring tickets are
• Maintain and improve IT policies, support procedures, knowledge base articles, and internal documentation.

The candidate

This role would suit someone with previous experience leading a technical support team, who enjoys creating structure, improving processes, and developing high-performing teams. You will be passionate about delivering service, managing technical challenges, and driving operational excellence within a growing SaaS business.

• Previous experience leading a technical support or service desk team couple with a ‘hands on’ mindset
• A background within SaaS, IoT, software, technology, or hardware-enabled businesses is desirable but not essential
• Experience managing escalations and customer-facing technical issues
• A passion for coaching, mentoring, and developing team performance
• Experience improving support processes, ticket management, and service delivery metrics
• Excellent communication skills and the confidence to engage with stakeholders at all levels
• A proactive, solutions-focused mindset with a desire to drive continuous improvement

In return

• Competitive salary of £35,000 - £40,000 per annum
• Hybrid working - 3 days per week in the Glasgow office
• Be part of an exciting period of growth, including a brand-new office development and continued investment in technology and infrastructure
• The opportunity to shape and influence a growing support function
• Direct exposure to senior leadership and strategic decision-making
• A collaborative and supportive working environment
• The chance to work with innovative technology delivering real-world value to customers