Technical Support Team Leader
other jobs , Reed
Added before 6 hours
- England,South East,Hampshire
- Full Time, Permanent
- £45,000 - £50,000 per annum, inc benefits
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, escalate 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
*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, escalate 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
Job number 3187280
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Company Details:
, Reed
Company size: 2,500–4,999 employees
Industry: IT
Reed Specialist Recruitment is the UK’s #1 recruitment agency, with a database of 12 million candidates, expertise in 20 specialist sectors, and...