Technical Support Team Leader

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