Head of Technical Support
Hybrid | Bristol | £70,000-£80,000 | SC clearance
SR2 is partnered with an innovative digital consultancy to support the hire of a Head of Technical Support to lead and evolve their bespoke application support function.
This is an opportunity to work for a company who put culture and inclusivity at the heart of everything they do. A small team with a big impact, each person is valued for their individual contributions. They are culture led - so if you are looking for a role/company where you can work from home every single day and not get too involved in the culture, then this company is not the one for you!
This position is a leadership role with real commercial influence. You’ll be accountable for ensuring high-quality product support across a portfolio of custom-built client applications, while identifying growth opportunities and strengthening long-term client partnerships. This is not a passive support management role. It’s technical, commercial, and strategic.
The role:
- Leading and developing a high-performing Product Support team
- Acting as the technical escalation point for complex client issues
- Owning and evolving the support strategy in line with business growth goals
- Driving improvements across support processes, tooling and systems
- Setting and tracking KPIs including retention, upsell and margin growth
- Partnering closely with clients to shape backlogs and identify expansion opportunities
- Translating product vision into roadmap and revenue-generating initiatives
- Ensuring long-term client satisfaction and contract growth
- Building deep product knowledge across bespoke client applications
Requirements:
- Strong technical background in bespoke application support or engineering
- Experience supporting multiple custom applications across varied clients
- Leadership experience (or ready to step up into a functional leadership role)
- Confident communicator, comfortable working directly with clients
- Commercially minded - able to spot growth and upsell opportunities
- Experience driving process improvement and operational maturity
- Security cleared or willing to undergo clearance
If you are looking for a company with a wonderful culture and some great benefits, then this could be the one for you.
Please apply with a copy of your CV and Emma from SR2 will contact potential candidates regarding next steps.