senior technical support

Nine Twenty; Glasgow; On-site; GBP 50,000 - 75,000; Full time

Job summary

Nine Twenty in Glasgow is seeking a hands-on Technical Support Lead to own the external support function and lead a team of five Technical Support Analysts, acting as the senior escalation point for complex issues.

You will drive service excellence, improve operational processes and communicate with customers while collaborating with Service Delivery and Engineering to resolve incidents and deliver outstanding outcomes.

Qualifications

• Experience leading or supervising a technical support or service desk team in a B2B tech environment.
• Strong understanding of ITIL or ITSM frameworks.
• Experience managing incident, problem and service requests in live environments.
• Experience supporting external customers rather than internal IT users.
• Experience using a mobile, connectivity, IoT or device-based tech environment.
• Ability to troubleshoot and mentor others.
• Experience using Jira, HubSpot or similar ticketing platforms.
• Excellent communication and stakeholder management skills.
• Comfortable in a fast-paced environment with competing priorities.

Responsibilities

• Lead, coach and develop a team of Technical Support Analysts.
• Act as senior escalation point for complex customer issues.
• Manage workloads, resource planning and service coverage.
• Collaborate with Service Delivery and Engineering to resolve issues.
• Own incident management from logging to resolution.
• Drive problem management and long-term solutions.
• Produce service performance reports on tickets and SLA.
• Improve support processes and knowledge management.
• Ensure high-quality customer communication and service standards.

Skills

Team leadership

ITIL knowledge

Incident management

External customer support

Networking basics

Communication skills

Stakeholder management

Tools

Jira

HubSpot

Ticketing system

Job description

Technical Support Lead

Location: Glasgow (Hybrid)
Salary: Competitive + Benefits
Type: Permanent, Full-Time

The Opportunity

An exciting opportunity has arisen for an experienced Technical Support Lead to join a growing technology business delivering critical connectivity and managed services to customers across the globe.

This is a hands‑on leadership role where you'll take ownership of an externally facing technical support function, leading a team of five Technical Support Analysts while acting as the senior escalation point for complex technical issues. You'll play a key role in driving service excellence, improving operational processes and ensuring customers receive an outstanding support experience.

If you enjoy leading people, solving technical problems and continually improving how support services are delivered, this is an excellent opportunity to make a real impact.

What You'll Be Doing

• Lead, coach and develop a team of Technical Support Analysts through regular mentoring, performance management and career development.
• Act as the senior escalation point for complex customer issues, ensuring incidents are resolved efficiently and professionally.
• Manage workloads, resource planning and service coverage across an extended support operation.
• Work closely with Service Delivery and Engineering teams to resolve technical issues and improve customer outcomes.
• Own incident management processes from initial logging through to resolution and customer communication.
• Drive problem management by identifying recurring issues and implementing long‑term solutions.
• Produce regular service performance reports, analysing ticket volumes, SLA performance and support trends.
• Continuously improve support processes, documentation and knowledge management.
• Champion high‑quality customer communication and consistent service standards.
• Contribute to change management activities, ensuring operational impacts are understood and effectively managed.

What We're Looking For

Essential

• Experience leading or supervising a technical support or customer service desk team within a B2B technology environment.
• Strong understanding of ITIL or IT Service Management frameworks.
• Experience managing incident, problem and service request processes in a live operational environment.
• Proven background supporting external customers rather than purely internal IT users.
• Experience working within a mobile, connectivity, telecoms, IoT or device‑based technology environment.
• Ability to troubleshoot and resolve complex technical issues while supporting and mentoring others.
• Experience using ticketing and service management platforms such as Jira, HubSpot or similar.
• Excellent communication and stakeholder management skills.
• Comfortable working in a fast‑paced environment with multiple competing priorities.

Desirable

• Knowledge of networking fundamentals including TCP/IP, DNS, VPNs and routing.
• Understanding of SIM technologies, mobile networks, IoT connectivity or telecoms environments.
• Experience within managed services, connectivity or mobile network providers.
• Exposure to Change Advisory Boards (CAB) and formal change management processes.
• Familiarity with ISO9001 or quality management systems.

Why Apply?

You'll be joining a collaborative technology business where customer service and operational excellence are central to everything they do. This role offers the opportunity to influence how support is delivered, develop a high‑performing team and work alongside engineering and service delivery professionals on complex technical challenges.

If you're an experienced Technical Support Lead or Service Desk Manager looking for your next challenge, we'd love to hear from you.