Technical Support Team Lead

3 weeks ago

London, Greater London, United Kingdom Canonical Full time

At Canonical, we're looking for a skilled Technical Support Team Lead to join our team. As a key member of our Support organization, you'll be responsible for managing a professional support team, including skills development and performance management. You'll also be responsible for operational control, shift scheduling, and accountability for key performance indicators (KPIs).

Our ideal candidate will have extensive CLI experience with Linux at a technical level, as well as leadership experience and preferably team management experience. They'll be confident under pressure, with a proven track record of high customer focus. Excellent communication skills (verbal and written) are a must.

Key responsibilities will include:

  • Management of a professional support team, including skills development and performance management
  • Operational control, shift scheduling, accountability for key performance indicators (KPIs)
  • Ensuring that all customer cases are responded to within the SLA, and in a professional manner
  • Acting as the customer escalation contact, and ensuring that such escalations are addressed appropriately
  • Accountability for customer satisfaction
  • Contribution to the support knowledge base
  • Continuous improvement to the team's processes and support service delivery
  • Hiring, developing, and training support team members to match business requirements
  • Working with the leadership team to drive growth and transformation initiatives

Required skills and experience include:

  • Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
  • Leadership experience, and preferably team management experience
  • Confidence under pressure, with a proven track record of high customer focus
  • Excellent communication skills (verbal and written)

Additional skills that you might also bring include:

  • Experience or knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
  • Proven track record of contributing to Open Source projects
  • Software development experience
  • Experience in working in support organizations
  • Hands-on experience with Canonical's products

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