Technical Support Lead

Ronald James Group; Newcastle upon Tyne; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Ronald James Group is seeking an experienced Technical Support Lead to own the client support and onboarding function within a growing technology-led organisation. This hands-on leadership role combines team management with direct involvement in onboarding, technical support, issue resolution and ongoing service improvement.

You will lead a small team while staying close to day-to-day operations and clients, helping to build a scalable, efficient and consistently high-quality support function.

Qualifications

• Experience leading a client support or technical services team.
• Strong understanding of onboarding processes and client workflows.
• Proven ability to drive service improvements.
• Excellent communication and stakeholder management.

Responsibilities

• Act as an escalation point for complex client support issues and incidents.
• Work directly with clients to investigate and resolve technical queries.
• Support the wider team during periods of high demand.
• Develop a strong understanding of client workflows, systems and support processes.
• Ensure clients receive a consistently high standard of service.
• Take an active role in onboarding new and key clients.
• Deliver onboarding sessions and user training where required.
• Ensure onboarding processes are efficient, practical and consistently followed.
• Identify opportunities to improve the overall onboarding experience.
• Lead, coach and support a small client services/support team.
• Manage workloads and ensure resources are allocated effectively.
• Set clear expectations around performance, service standards and accountability.
• Support individual development through regular feedback, coaching and development plans.
• Promote knowledge sharing and continuous improvement across the team.
• Act as a senior point of contact for key clients when required.
• Gather client feedback and identify recurring issues or opportunities for improvement.
• Work collaboratively with internal teams to ensure client feedback contributes to future improvements.
• Support client communications and service updates.
• Define and maintain KPIs across support and onboarding.
• Produce regular reporting and management information.

Skills

Leadership

Client onboarding

Team collaboration

Job description

We’re working with a growing technology-led organisation who are looking for an experienced Technical Support Lead to take ownership of its client support and onboarding function.

This is a hands-on leadership position, combining team management with direct involvement in client onboarding, technical support, issue resolution and continuous service improvement.

You’ll lead a small team while remaining close to day-to-day operations and clients, helping to build a scalable, efficient and consistently high-quality support function.

Please note this is a hybrid role in Newcastle Upon Tyne.

Key Responsibilities:

Technical & Client Support

• Act as an escalation point for complex client support issues and incidents.
• Work directly with clients to investigate and resolve technical queries.
• Support the wider team during periods of high demand.
• Develop a strong understanding of client workflows, systems and support processes.
• Ensure clients receive a consistently high standard of service.

Client Onboarding

• Take an active role in onboarding new and key clients.
• Deliver onboarding sessions and user training where required.
• Ensure onboarding processes are efficient, practical and consistently followed.
• Identify opportunities to improve the overall onboarding experience.
• Lead, coach and support a small client services/support team.
• Manage workloads and ensure resources are allocated effectively.
• Set clear expectations around performance, service standards and accountability.
• Support individual development through regular feedback, coaching and development plans.
• Promote knowledge sharing and continuous improvement across the team.

Client Experience & Service Improvement

• Act as a senior point of contact for key clients when required.
• Gather client feedback and identify recurring issues or opportunities for improvement.
• Work collaboratively with internal teams to ensure client feedback contributes to future improvements.
• Support client communications and service updates.

Operational Management

• Define and maintain KPIs across support and onboarding.
• Produce regular reporting and management information.