Technical Support Team Leader

Technical Support Team Leader

Empower Teams. Elevate Support. Lead with Impact.
We're on the hunt for a dynamic Technical Support Team Leader to drive service quality, streamline support operations, and champion a customer-first mindset. In this pivotal role, you'll shape and enforce service standards, collaborate across teams, and lead continuous improvement efforts — all while ensuring complex issues are resolved and SLAs are smashed. If you're passionate about delivering top-tier support and inspiring high-performing teams, we want to hear from you

Hours:
35 hour per week*
*Shift pattern: Monday to Friday, 9am - 5pm
Salary: £45-50,000 dependant on experience
Start Date: November 2025

Location:
Hybrid - New Milton
(expectation of 4 days in office and 1 day work from home)

Appello Perks

• 25 days holiday plus bank holidays
• Private Medical Insurance - Individual Cover
• We offer you discounts on everything from groceries and shopping through to 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

about You
You're a
seasoned QA professional
with at least
5 years of hands-on experience
in software testing, including
1–2 years in a leadership role
where you've successfully guided teams through
Agile/Scrum environments
. You bring a strong track record of managing testing teams and environments, and you're p
assionate about driving quality and efficiency.
Your toolkit includes a deep understanding of
defect lifecycle management, test planning, execution, and reporting
. You're confident working with test management tools and have a
working knowledge of SQL
. Ideally, you've also had exposure to test automation, risk-based testing, and UAT coordination.

You hold a d
egree in Computer Science, IT, or a related field
, and may also have advanced certifications such as ISTQB Test Manager or training in Agile methodologies.

As a leader, you're
decisive, proactive, and highly detail-oriented
. You thrive under pressure, adapt quickly to change, and foster a collaborative, team-first culture. You're not just a manager—you're a mentor who
inspires others, embraces feedback
, and is
committed to continuous learning and improvement.
THE ROLE
We're looking for a proactive and experienced
Technical Support Team Leader
to oversee our support operations and drive service excellence. This role is key to ensuring incidents and problems are resolved efficiently, service levels are consistently met, and our support function continues to evolve through continuous improvement.

As a leader, you'll work closely with stakeholders across IT and product teams, champion best practices, and foster a customer-focused culture. You'll be instrumental in shaping support processes, mentoring your team, and ensuring our users receive outstanding service.

Key Responsibilities Summary

• 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.

READY TO APPLY
If you are interested in this role please upload your
CV
and answer a few questions about yourself

Other Information
This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You'll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on