Technical Support Lead — Global IoT, Hybrid (Glasgow)

Pelion; Glasgow; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Hybrid Glasgow office

25 days holiday

Take 5 days (5)

8 bank holidays

7% employer pension

Health and dental plans

Health assessment

Worldwide travel insurance

Job summary

Pelion seeks a Technical Support Lead to head a distributed team across EU and North American time zones, owning incident, problem and change processes to ensure fast, high-quality resolutions for a global customer base. The role blends hands-on technical troubleshooting with service management discipline and external-facing guidance.

You will drive continuous improvement in workflows, escalation paths and knowledge management, collaborating with Service Delivery and Engineering to maintain

Qualifications

• Proven experience leading or supervising an externally facing technical support or service desk team in a B2B technology environment.
• Hands-on ITIL/ITSM experience in a live service environment (ITIL Foundation or equivalent).
• Solid technical background enabling diagnosis beyond routing.
• Experience with CRM/ticketing tools (HubSpot, Jira or similar) and data-driven reporting.
• Excellent written and verbal communication under pressure.

Responsibilities

• Lead and develop a small, geographically distributed team of support analysts across EU and North American time zones.
• Act as the primary escalation point for complex or time-sensitive customer issues.
• Own incident and problem management end-to-end within ITIL frameworks and coordinate with Engineering for timely resolution.
• Represent the customer view at Change Advisory Board and maintain current knowledge management.

Skills

Leadership

ITIL/ITSM

Connectivity troubleshooting

CRM tools

Communication

Tools

HubSpot

Jira

Job description

Pelion seeks a Technical Support Lead to head a distributed team across EU and North American time zones, owning incident, problem and change processes to ensure fast, high-quality resolutions for a global customer base. The role blends hands-on technical troubleshooting with service management discipline and external-facing guidance.

You will drive continuous improvement in workflows, escalation paths and knowledge management, collaborating with Service Delivery and Engineering to maintain