Technical Support Lead: Global Connectivity & ITIL Expert

Nine Twenty Recruitment; Glasgow; On-site; GBP 45,000 - 65,000; Full time

Job summary

Nine Twenty Recruitment is seeking an experienced Technical Support Lead to head a client-facing support function for a growing technology business. You will manage a five-person team of Technical Support Analysts and act as the senior escalation point for complex issues, driving service excellence and process improvements.

You will own incident management, mentor staff, and collaborate with Engineering and Service Delivery to enhance customer outcomes in a fast-paced environment.

Qualifications

• Proven experience leading a technical support or service desk team in a B2B tech environment.
• Strong understanding of ITIL/ITSM frameworks and incident/problem/service request lifecycle.
• Experience supporting external customers, not just internal IT users.
• Background in mobile connectivity, IoT, telecoms or device-based tech environments.
• Able to mentor, coach and develop staff while handling senior escalation duties.

Responsibilities

• Lead and develop a team of Technical Support Analysts through mentoring and performance management.
• Be the senior escalation point for complex customer issues and ensure timely resolution.
• Plan workloads and resource coverage across the extended support operation.
• Collaborate with Service Delivery and Engineering to resolve issues and improve outcomes.
• Own incident management from logging to customer communication and resolution.
• Drive problem management by identifying recurring issues and implementing long-term fixes.
• Produce service performance reports and analyze ticket volumes, SLA trends.
• Improve support processes, documentation and knowledge management.
• Maintain high-quality customer communication and service standards.
• Contribute to change management processes and CAB activities.

Skills

Leadership

ITIL/ITSM

Incident management

Problem solving

Stakeholder management

Change management

CAB involvement

ISO9001 familiarity

Networking basics

Mobile/IoT telecoms knowledge

Tools

Jira

HubSpot

ServiceNow

Job description

Nine Twenty Recruitment is seeking an experienced Technical Support Lead to head a client-facing support function for a growing technology business. You will manage a five-person team of Technical Support Analysts and act as the senior escalation point for complex issues, driving service excellence and process improvements.

You will own incident management, mentor staff, and collaborate with Engineering and Service Delivery to enhance customer outcomes in a fast-paced environment.