Technical Support Team Leader

Reed Technology; New Milton; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading technology recruitment firm in New Milton is seeking a dynamic Technical Support Team Leader to drive service quality and lead support operations. You will be responsible for mentoring the team, overseeing SLAs and KPIs, and implementing best practices. The ideal candidate needs at least four years of technical support experience, a degree in IT or related field, and strong leadership skills. This position also offers great benefits including private medical insurance and discounts on various services.

Benefits

25 days holiday plus bank holidays

Private Medical Insurance

Discounts on groceries and shopping

24/7 employee assistance program

Pension Scheme with company match

Smart Tech & Cycle to work schemes

Free on-site parking

Qualifications

• Minimum four years in technical support and three years in a leadership role.
• Strong background in incident and problem management.
• Experience managing hybrid support teams.
• Technical expertise in troubleshooting across Windows and Linux.

Responsibilities

• Lead and mentor the support team while enforcing SLAs.
• Oversee resolution processes and maintain documentation.
• Communicate effectively across teams to meet business needs.

Skills

Technical support experience

Leadership

Incident management

Problem management

Service delivery

Performance metrics

Communication skills

Education

Degree in IT, Computer Science, or related field

ITIL Foundation certification

Tools

ServiceNow

JIRA

Job description

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

• Lead and mentor the support team, manage incoming requests, enforce SLAs, and foster a culture of continuous improvement.
• Oversee resolution processes, escalate complex issues, maintain documentation, and implement escalation procedures.
• Ensure SLAs and KPIs are met, apply best practices, analyse support trends, and uphold IT and security policies.
• 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