Support Team Leader

Support Team Leader
£35,000 - £37,000 | Monday to Friday, 9:00am - 5:30pm | South Wales 
 

Are you an experienced people manager who thrives in a fast-paced support environment?

Hatched Talent Solutions is working closely with a respected IT services provider to find a Support Team Leader who can lead, motivate, and develop a dedicated customer service team.

This is a people-first leadership role, perfect for someone who's confident managing day-to-day operations, building a positive team culture, and improving service delivery. You won't need to be hands-on technically, but you will need to be organised, communicative, and passionate about team success.

What you'll be doing:

• Leading and managing a team of support staff, ensuring all customer SLAs are met.
• Conducting regular performance reviews and providing coaching and development support.
• Improving and streamlining internal support processes.
• Coordinating and scheduling site visits and resource allocation.
• Working closely with the senior leadership team to drive service standards forward.

What we're looking for:

• 2+ years in a team leadership or people management role, ideally within a helpdesk or customer support environment.
• Excellent communication, organisational and time management skills.
• A supportive, hands-on leadership style that encourages team collaboration and accountability.
• IT literacy is essential; knowledge of IT or telecoms is helpful but not required.
• A proactive, solutions-focused mindset and the ability to stay calm under pressure.

• Why this role?

• Play a key part in shaping and developing a high-performing support team.
• Join a friendly, forward-thinking company with a strong culture of support and collaboration.
• Benefit from a stable, full-time position with hybrid working options and genuine growth opportunities