Technical Support Team Leader
3 days ago
New Milton
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 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., • 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., • 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.