Technical Support Specialist

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

An exciting opportunity has arisen for an experienced Technical Support Lead to join a growing technology business delivering critical connectivity and managed services to customers across the globe.

This is a hands-on leadership role where you'll take ownership of an externally facing technical support function, leading a team of five Technical Support Analysts while acting as the senior escalation point for complex technical issues. You'll play a key role in driving service excellence, improving operational processes and ensuring customers receive an outstanding support experience.

If you enjoy leading people, solving technical problems and continually improving how support services are delivered, this is an excellent opportunity to make a real impact.

What You'll Be Doing

• Lead, coach and develop a team of Technical Support Analysts through regular mentoring, performance management and career development.
• Act as the senior escalation point for complex customer issues, ensuring incidents are resolved efficiently and professionally.
• Manage workloads, resource planning and service coverage across an extended support operation.
• Work closely with Service Delivery and Engineering teams to resolve technical issues and improve customer outcomes.
• Own incident management processes from initial logging through to resolution and customer communication.
• Drive problem management by identifying recurring issues and implementing long-term solutions.
• Produce regular service performance reports, analysing ticket volumes, SLA performance and support trends.
• Continuously improve support processes, documentation and knowledge management.
• Champion high-quality customer communication and consistent service standards.
• Contribute to change management activities, ensuring operational impacts are understood and effectively managed.

What We’re Looking For

• Experience leading or supervising a technical support or customer service desk team within a B2B technology environment.
• Strong understanding of ITIL or IT Service Management frameworks.
• Experience managing incident, problem and service request processes in a live operational environment.
• Proven background supporting external customers rather than purely internal IT users.
• Experience working within a mobile, connectivity, telecoms, IoT or device-based technology environment.
• Ability to troubleshoot and resolve complex technical issues while supporting and mentoring others.
• Experience using ticketing and service management platforms such as Jira, HubSpot or similar.
• Excellent communication and stakeholder management skills.
• Comfortable working in a fast-paced environment with multiple competing priorities.
• Knowledge of networking fundamentals including TCP/IP, DNS, VPNs and routing.
• Understanding of SIM technologies, mobile networks, IoT connectivity or telecoms environments.
• Experience within managed services, connectivity or mobile network providers.
• Exposure to Change Advisory Boards (CAB) and formal change management processes.
• Familiarity with ISO9001 or quality management systems.

Why Apply?

You’ll be joining a collaborative technology business where customer service and operational excellence are central to everything they do. This role offers the opportunity to influence how support is delivered, develop a high-performing team and work alongside engineering and service delivery professionals on complex technical challenges.

If you’re an experienced Technical Support Lead or Service Desk Manager looking for your next challenge, we’d love to hear from you.