Technical Services Team Leader

CityFibre; Shrewsbury; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading telecommunications provider is seeking a Technical Services Team Leader in Shrewsbury. You will manage and develop a 24/7 service team, ensuring efficiency and high-quality service. Key responsibilities include team management, performance monitoring, and escalations handling. The ideal candidate has experience in technology, strong communication skills, and a track record in team leadership. This hybrid role offers a competitive salary and various benefits.

Benefits

Competitive salary

Performance-related bonus

Mental wellbeing support

Qualifications

• Previous experience in a technology/telecoms environment.
• A track record of leading a technical service team.
• Strong knowledge of networking and internet services.

Responsibilities

• Manage day-to-day activities of the team.
• Develop team skills and competencies.
• Monitor performance against objectives.

Skills

Leadership

Networking knowledge

VoIP technologies

Troubleshooting skills

Communication skills

Job description

This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least 3 days a week.

As the UK’s largest fibre-only network, and its only proven wholesale challenger, we’re busy setting new standards for what digital infrastructure can and should be.

Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally.

What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people!

Joining us as a Technical Services Team Leader

As a Technical Services Team Leader, you will play a key role in the day-to-day management, development, and performance of our 24/7/365 Technical Services team. You’ll ensure the team operates efficiently, maintains high service quality, and meets performance targets while supporting customer issue resolution.

You’ll receive a competitive salary, a performance related bonus, and a range of benefits to support you across your financial, physical and mental wellbeing.

This is some of what you can expect to be doing:

• Managing the day-to-day activities of the team, ensuring adherence to guidelines and processes
• Developing team skills and competencies, including training and personal development plans
• Monitoring performance against objectives, providing support and mentoring where needed
• Leading by example, assisting with hands-on technical work and fault resolution
• Handling escalations, collaborating with internal teams, and managing customer queries/disputes
• Scheduling staff rotas and ensuring effective resource allocation

What you’ll bring to the role

• Previous experience in a technology/telecoms environment
• A track record of leading and overseeing a technical service team
• Strong knowledge of networking, VoIP technologies, and internet services (ADSL, FTTC, PSTN)
• Excellent troubleshooting skills and the ability to resolve/escalate complex issues
• Experience working within SLAs, handling escalations, and ensuring customer satisfaction
• Strong communication and interpersonal skills, with the ability to translate technical details for different audiences

Additional information

We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at [e-mail]. We want to help!