Technical & Volunteer Support Lead

The Talent Set; Greater London; Hybrid; GBP 42,000 - 60,000; Full time

Job summary

The Talent Set are partnering with Switchboard to recruit a Technical & Volunteer Support Lead for London, with hybrid working (2 days in the office). The role focuses on leading technical support, optimising the charity’s technology landscape, and aligning volunteers with the organisation's digital infrastructure.

You’ll combine technology problem-solving with strong communication to enhance user experiences, training, and service delivery across staff and volunteers.

Qualifications

• Experience in IT support, service desk or technical support environments.
• Strong troubleshooting skills across a range of systems and technologies.
• Experience supporting users with varying levels of technical confidence.
• Knowledge of Google Workspace administration and user management.
• Experience of CRM, CCaaS platforms, ideally including Twilio.
• Understanding of networking fundamentals, permissions and systems administration.
• Excellent stakeholder management and communication skills.
• A proactive, organised and solutions-focused approach, with a genuine interest in supporting others.

Responsibilities

• Lead day-to-day technical support across the organisation's systems and platforms.
• Troubleshoot and resolve technology issues affecting staff and volunteers.
• Manage relationships with external technology suppliers and development partners.
• Identify recurring issues and implement sustainable improvements.
• Enhance systems documentation, policies, user guidance and support resources.
• Support onboarding, access management and user permissions.
• Contribute to cybersecurity, governance and systems best practice.
• Help shape future technology projects and digital improvements.
• Work closely with volunteers to optimise rota schedules and ensure reliable service availability.

Skills

IT support

Troubleshooting

Stakeholder management

Communication

Problem-solving

User support

Tools

Google Workspace

CRM

CCaaS

Twilio

Job description

The Talent Set are delighted to be partnering with Switchboard to recruit a new Technical & Volunteer Support Lead, joining the organisation at a pivotal time as it embarks on an exciting review and development of its technology infrastructure.

Technical & Volunteer Support Lead

Location: London with hybrid working (2 days per week in the office)

Hours: 35 hours per week, with flexible options including compressed hours.

For more than 50 years, Switchboard has provided information, support and connection to LGBTQIA+ communities across the UK. Today, the organisation delivers a nationally recognised service, supported by around 400 volunteers handling approximately 17,000 contacts each year through phone, instant messenger, and email.

As the organisation continues to grow, Switchboard is investing in its systems and technology to ensure volunteers can continue delivering a high-quality service while meeting increasing demand. This newly created role will play a central part in that journey, helping the organisation understand, optimise and develop the technology that enables its vital services.

Switchboard's technology landscape has evolved organically over many years and currently includes Contact Centre as a Service (CCaaS), a bespoke WordPress-based platform, various functional applications and Google Workspace. The successful candidate will help manage these systems effectively, identify opportunities for improvement and act as the link between volunteers, operational teams and external technology partners.

While strong technical expertise is essential, success in the role will come from combining technical problem-solving with excellent communication and relationship-building skills. You'll work closely with volunteers and colleagues to improve user experiences, strengthen training, resolve issues and help shape the future direction of Switchboard's digital infrastructure.

As Technical & Volunteer Support Lead, you will:

• Lead day-to-day technical support across the organisation's systems and platforms.
• Troubleshoot and resolve technology issues affecting staff and volunteers.
• Manage relationships with external technology suppliers and development partners.
• Identify recurring issues and implement sustainable improvements.
• Enhance systems documentation, policies, user guidance and support resources.
• Support onboarding, access management and user permissions.
• Contribute to cybersecurity, governance and systems best practice.
• Help shape future technology projects and digital improvements.
• Work closely with volunteers to optimise rota schedules and ensure reliable service availability.

You will bring:

• Experience in IT support, service desk or technical support environments.
• Strong troubleshooting skills across a range of systems and technologies.
• Experience supporting users with varying levels of technical confidence.
• Knowledge of Google Workspace administration and user management.
• Experience of CRM, CCaaS platforms, ideally including Twilio.
• Understanding of networking fundamentals, permissions and systems administration.
• Excellent stakeholder management and communication skills.
• A proactive, organised and solutions-focused approach, with a genuine interest in supporting others.

This role would particularly suit somebody who enjoys combining technology with people-focused support and is looking for an opportunity to make a meaningful impact within a values-led organisation. It offers the chance to shape how a nationally recognised charity uses technology to support its volunteers, strengthen its services and delivery of support to LGBTQIA+ communities across the UK.

Closing Date: 1st November

Commitment to Diversity:

The Talent Set are committed to diverse and inclusive recruitment practices, ensuring equal opportunities for all applicants regardless of race, religion or belief, sex, sexual orientation, gender reassignment, marriage and civil partnership, pregnancy and maternity, disability, or age. We actively encourage applications from a wide range of backgrounds and are always happy to make reasonable adjustments to ensure a fair recruitment process.