Technical Support Team Leader

Reed Technology; England; Hybrid; GBP 45,000 - 50,000; Full time

Job summary

A leading technology firm is seeking a dynamic Technical Support Team Leader to drive service quality and streamline support operations. This role requires leading and mentoring a support team while managing incidents and problems, ensuring compliance with service standards and SLAs. The ideal candidate has strong leadership skills and a passion for delivering exceptional support. This position is hybrid, based in New Milton, allowing one day of remote work each week.

Qualifications

• Experience in leading and mentoring support teams.
• Strong understanding of incident and problem management processes.
• Ability to communicate effectively across teams.

Responsibilities

• Lead and mentor the support team to improve service quality.
• Oversee incident resolution processes and enforce SLAs.
• Ensure compliance with IT and security policies.
• Communicate effectively with stakeholders across teams.

Skills

Team Leadership

Incident Management

Problem Management

Service Delivery

Stakeholder Engagement

Job description

Technical Support Team Leader

• Annual Salary : £45,000 - £50,000, dependent on experience
• Location : Hybrid - New Milton (4 days in office, 1 day work from home)
• Job Type : Full-time
• Hours : 35 hours per week, Monday to Friday, 9am - 5pm

We are seeking a dynamic Technical Support Team Leader to drive service quality, streamline support operations, and champion a customer-first mindset. In this pivotal role, you will shape and enforce service standards, collaborate across teams, and lead continuous improvement efforts - all while ensuring complex issues are resolved and SLAs are met. If you're passionate about delivering top-tier support and inspiring high-performing teams, we want to hear from you!

Day-to-day of the role :

• Team Leadership : Lead and mentor the support team, manage incoming requests, enforce SLAs, and foster a culture of continuous improvement.
• Incident & Problem Management : Oversee resolution processes, elevate complex issues, maintain documentation, and implement escalation procedures.
• Service Delivery : Ensure SLAs and KPIs are met, apply best practices, analyse support trends, and uphold IT and security policies.
• Stakeholder Engagement : Communicate effectively across teams, pr...