Tech Support Team Lead (SaaS) | Hybrid, Glasgow

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

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