Remote Senior Support Lead: 2nd Line & Service Improvement

ParentPay Group; Remote; GBP 45,000 - 60,000; Full time

Job summary

A leading technology provider in the United Kingdom is seeking a Senior Support Specialist to lead the 2nd Line Support team and ensure timely resolution of complex technical issues. The role involves mentoring team members, overseeing operations, and collaborating with Application Operations to improve service delivery. Candidates should have a strong technical background and proven leadership experience in a technical support environment, alongside excellent problem-solving skills.

Qualifications

• Proven leadership experience in a technical support environment.
• Strong analytical and problem-solving skills are essential.
• Familiarity with ITSM frameworks and tools like ITIL.

Responsibilities

• Lead and mentor 2nd Line Support Analysts.
• Oversee support operations to meet SLAs and customer satisfaction.
• Act as the primary escalation point for complex incidents.
• Drive continual improvement initiatives across support processes.
• Provide regular reporting on team performance to management.

Skills

Strong technical background across relevant infrastructure, applications, or platforms

Experience in a 2nd or 3rd line technical support environment

Leading or mentoring technical teams

Excellent communication, troubleshooting, and analytical skills

Experience with ITSM frameworks and tools (e.g., ITIL, ServiceNow)

Ability to influence cross‑functional teams

Understanding of service performance metrics and quality frameworks

Collaborate effectively with diverse teams

Project management skills

Excellent problem-solving skills

Job description

A leading technology provider in the United Kingdom is seeking a Senior Support Specialist to lead the 2nd Line Support team and ensure timely resolution of complex technical issues. The role involves mentoring team members, overseeing operations, and collaborating with Application Operations to improve service delivery. Candidates should have a strong technical background and proven leadership experience in a technical support environment, alongside excellent problem-solving skills.