Tech-Driven Support Team Lead – Glasgow (Hybrid)

Navitas Safety; Glasgow; Hybrid; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Hybrid in Glasgow

In-office collaboration

Job summary

Navitas Safety in Glasgow is seeking a Support Team Leader to bring structure, discipline, and operational excellence to our technical support function. This is a player-coach role, combining frontline work with coaching a small team.

You will own the support team, manage the inbound technical queue, optimise workflows, and drive enterprise-grade service across hardware, software, and SaaS components. This role requires rigour, data-driven decisions, and strong cross-functional collaboration.

Qualifications

• Tech Industry Experience: Proven experience providing customer support within a SaaS, IoT, or hardware-enabled business.
• Leadership & Mentorship: Previous experience managing technical support professionals.
• Focus on Rigour: Introduced structure, enforcing process discipline, and tightening up ticketing workflows or SLA tracking.
• Communication & Escalation Management: Exceptional communication skills with the confidence to manage difficult technical conversations with enterprise-level stakeholders.
• Organisation: Highly organised with the ability to manage a busy inbound queue and multiple moving technical parts simultaneously.

Responsibilities

• Lead, coach, and develop the support team to achieve technical excellence.
• Set clear and measurable metrics across SLA, FCR, and CSAT.
• Establish a consistent operational cadence with daily triage sessions and weekly backlog reviews.
• Be a visible leader in our Glasgow office (3 days per week) to drive performance and collaboration.

Skills

Tech experience

Leadership

Rigour

Communication

Organisation

Tools

HubSpot Service Desk

Job description

Navitas Safety in Glasgow is seeking a Support Team Leader to bring structure, discipline, and operational excellence to our technical support function. This is a player-coach role, combining frontline work with coaching a small team.

You will own the support team, manage the inbound technical queue, optimise workflows, and drive enterprise-grade service across hardware, software, and SaaS components. This role requires rigour, data-driven decisions, and strong cross-functional collaboration.