Technical Support Lead
Contract: Global Technical Support Operations Lead (Interim)
Location: Ireland with hybrid on‐site time in Belfast
Duration: 3–6 months
Start: ASAP
My client is a fast‐scaling SaaS + hardware company in a phase of rapid global growth. We are strengthening our technical support function to support increased demand across regions and time zones.
We’re looking for a hands‐on, interim Technical Support Operations leader to partner closely with our Head of Tech Support and help build the operating foundations for scale.
What You’ll Be Doing
- Partner directly with the Head of Tech Support to stand up scalable global support operations
- Design and implement:
- Shift patterns, rostering and on‐call rotations
- SLA definition and tracking
- Coverage models (moving from 16x5 toward 24x7)
- Help integrate AI‐assisted tooling into support workflows where appropriate
- Build and tweak reporting dashboards, workflows, and pipelines (not just design them)
- Provide hands‐on mentoring to the existing support leadership and team
- Spend meaningful time on‐site in Belfast during the early phase to embed with the team
What We’re Looking For
- Previous experience running or scaling technical support operations across multiple regions or time zones
- Background in SaaS, hardware‐SaaS, devices, or platform businesses
- Strong operational skill set:
- Scheduling & workforce planning
- SLAs & escalation management
- Support metrics & reporting
- Comfortable balancing strategic thinking with hands‐on execution
- Pragmatic, builder mindset — you improve systems by using them
- Based in Ireland, either week on week off or a couple of days a week in Belfast