Technical Support Team Leader

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

Job summary

A leading technology solutions provider is seeking an experienced Technical Support Team Leader to oversee service quality and streamline operations. The successful candidate will lead a hybrid team, ensure service delivery meets SLAs, and foster a customer-first culture. Candidates should have significant experience in technical support, strong incident management skills, and relevant qualifications. This role offers a competitive salary and comprehensive benefits including medical insurance and generous holiday allowance.

Benefits

25 days holiday plus bank holidays

Private Medical Insurance

Discounts on various services and products

24/7 employee assistance programme

Pension Scheme with company match

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.
• Familiarity with IT service management frameworks like ITIL.

Responsibilities

• Lead and mentor the support team, ensuring SLAs are met.
• Oversee resolution processes and maintain documentation.
• Communicate effectively across teams and provide regular updates.

Skills

Technical expertise in troubleshooting

Incident and problem management

Service delivery experience

Strong communication skills

Leadership skills

Education

Degree in IT, Computer Science, or a 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