Technical Support Team Leader

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

Job summary

A technology solutions provider is seeking a Technical Support Team Leader to lead a dynamic support team in a hybrid work environment. This role includes managing service quality, overseeing incident management, and ensuring SLAs are met. The ideal candidate will have at least four years of technical support experience, three years in a leadership role, and familiarity with ITIL frameworks. Benefits include private medical insurance, discounted services, and a pension scheme.

Benefits

25 days holiday plus bank holidays

Private Medical Insurance

Discounts on various services

24/7 employee assistance programme

Pension Scheme with company match

Smart Tech and Cycle to work schemes

Free on-site parking

Qualifications

• Minimum of four years in technical support and three years in a leadership role.
• Experience managing hybrid support teams.
• Strong background in incident and problem management.

Responsibilities

• Lead and mentor the support team, managing incoming requests and enforcing SLAs.
• Oversee resolution processes and maintain documentation.
• Ensure SLAs and KPIs are met while upholding IT and security policies.

Skills

Technical support experience

Leadership

Incident management

Service delivery

Communication skills

Problem-solving

Customer-first mindset

Education

Degree in IT, Computer Science, or related field

ITIL Foundation certification

Tools

ServiceNow

JIRA

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, provide regular updates, and ensure business needs are met.

Required Skills & Qualifications :

Minimum of four years in technical support and three years in a leadership role.

Strong background in incident and problem management, service delivery, and performance metrics such as SLAs and KPIs.

Experience managing hybrid support teams and familiarity with IT service management frameworks like ITIL.

Technical expertise in troubleshooting, diagnostics, and administration across Windows and Linux environments.

Proficient in using ticketing systems such as ServiceNow or JIRA.

Degree in IT, Computer Science, or a related field, along with ITIL Foundation certification.

Additional training in customer service or team leadership.

Personal attributes include being calm under pressure, highly organised, and having a customer-first mindset.

Strong communication and collaboration skills, capable of inspiring and developing others.

Benefits :

25 days holiday plus bank holidays.

Private Medical Insurance - Individual Cover.

Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.

24 / 7 employee assistance programme with an easily accessible app.

Family and friends' discounts on our services & products.

Pension Scheme, up to 4% Company matched.

Smart Tech & Cycle to work schemes.

Free on-site parking.

If you are interested in this position please apply online or for more information please contact me on