Technical Support Team Lead

Tiger Eye; Norwich; Hybrid; GBP 31,000; Full time

Job summary

A leading technology company in Norwich is seeking a motivated Technical Support Team Lead to manage their team and ensure high customer satisfaction. This role includes overseeing daily operations, mentoring staff, and driving process improvement while working in a hybrid environment offering flexibility. With a competitive salary and robust benefits package, this is a great opportunity for an experienced professional seeking both leadership and hands-on work in technical support.

Benefits

25 days of holiday plus bank holidays and birthday off

Opportunity to buy or sell up to 5 extra days of holiday

Royal London Pension

Tiger Shares

Healthcare cash plan

Death-in-service benefit

Regular wellbeing and social events

Various discounts and savings

Qualifications

• Proven leadership and management skills.
• Excellent oral and written communication abilities.
• Strong analytical skills for ticket resolution.

Responsibilities

• Coordinate daily operations and provide guidance to support team.
• Drive customer satisfaction through effective support.
• Manage incoming technical inquiries and implement process improvements.

Skills

People Management

Communication

Problem Solving

Analytical Skills

Education

Certification in iManage Helpdesk Analyst

Tools

MSSQL Server

Oracle

MySQL

Apache

IIS

Tomcat

HTML

CSS

JavaScript

PHP

VBA

Python

C#

Job description

We are seeking a Technical Support Team Lead to join our team, offering a hybrid working arrangement with 2 days in our Norwich office and 3 days working from home. The role follows a Monday to Friday schedule, from 9:00 AM to 5:30 PM, with a 60-minute lunch break each day.

The salary for this position is £31,000 per year. Benefits include 25 days of holiday, in addition to bank holidays and your birthday off, with the option to buy or sell up to 5 extra days annually. Additional benefits include a Royal London Pension, Tiger Shares, regular Wellbeing and Social events, various discounts and savings, a healthcare cash plan, and death-in-service benefit.

The Technical Support Team Lead will be responsible for overseeing the daily operations of the Tiger Eye Support team as well as participating as an active member of the team. As a team lead, this position will report into the Service Delivery Manager to deliver exceptional support to customer through phone, email and portal. This team member will be expected to lead by example, organise work, build reports, handle escalations, in addition to helping with ad hoc projects, and training. This position is an advocate in the overall culture, vision and values of Tiger Eye.

As a Technical Support Team Lead, the successful candidate will beAll-In. They will be fully committed to driving excellence and accountability within their team. They will lead by example, demonstrating resilience under pressure and a dedication to solving customer issues with urgency and care. They will set a high bar, ensuring that the team consistently meets performance standards and embraces continuous improvement with a sharp focus on delivering exceptional user experiences.

The successful candidate will be aSolutionistat heart. They will approach challenges with curiosity and confidence, always seeking smarter, more effective ways to resolve technical problems. They will streamline support processes and mentor their team members through complex issues and constancy identify opportunities to innovate and improve.

They will also work asOne Team, fostering a collaborative and supportive culture where knowledge is shared, wins are celebrated, and everyone feels empowered to contribute.

Key Responsibilities

Team Leadership & Management

• Coordinate the daily operational activities of the Support team, providing insight and guidance to members where required.
• Provide direct task management supervision of the technical support staff.
• Act as a mentor and provide oversight, coaching, and training to technical support staff.
• On-board new technical support team members.
• Assist the Service Delivery Manager in monitoring Support team performance and lead the team to deliver against KPI and OKR goals.
• In conjunction with the Service Delivery Manager, regularly perform QC evaluations on the performance of the Support team and oversee remediation and improvement actions.
• Schedule the Support team diary, with regards to Call Manager and Out of Hours rotas. Ensure compliance with all availability requirements in a timely fashion.
• Deputise when appropriate for the Service Delivery Manger in internal and externally facing meetings.

Customer Support & Satisfaction

• Act as a senior agent who will drive customer satisfaction through customer support.
• Provide support where needed for both internal and external customers.
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
• Implement any necessary preventive measures to reduce customer faults and issues.
• Clearly communicate escalated issues to management tier as required.
• Be a point of contact with regards to technical escalations.

Process Improvement & Reporting

• Manage and report on all incoming technical support inquiries.
• Review all technical support related processes and documentation for continuous improvement.
• Evaluate and analyse iManage incident trends to prevent future issues.
• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents.
• Direct Senior Support Analysts in trend analysis activities, identified through Incident review and reporting channels, to remediate underlying problems and reduce incident volumes.

Knowledge Management & Tools

• Act as an SME (Subject Matter Expert) for specific applications and systems, assuming responsibility for maintaining the Knowledge Base for these assigned areas and reviewing articles for currency.
• Work to create any relevant support material for the team
• Assist in the creation and implementation of customer self-service material and tools

Project Involvement

• Be actively involved with the operational delivery and UAT (if required) for new projects and future releases.

Skills and Experience

• Proven people management and leadership skills.
• Excellent communicator, both oral and written.
• Strong problem solving and communication skills.
• Strong analytical skills to investigate and resolve customer support tickets.
• Able to multi-task efficiently under time pressure.
• Able to work with cutting edge technology and assimilate information rapidly.
• Previous experience in leading service and support focused teams.
• Be certified with iManage to at least Helpdesk Analyst standard and be able to at least demonstrate a progress roadmap towards industry standard iManage ICSE certification.
• Databases (MSSQL Server, Oracle, MySQL)
• Web-Application Servers (Apache, IIS, Tomcat, XAMPP)
• Web Server Technologies (HTML, CSS, JavaScript, JSP, PHP, XML, XSLT)
• Exchange server (on-premise and/or Office 365)
• Microsoft Office Suite (Word, Excel, Access and PowerPoint)
• Programming Languages (VBA, Python, C#)
• Windows Desktop Operating Systems and Windows Server Operating Systems (Server 2008-2016)
• Hosted RDP solutions (Nutanix, Citrix, Microsoft RDS)
• Helpdesk CRM/Ticketing software