Technical Services Team Leader

This hybrid role offers a great balance of home and office working. You'll join your colleagues in your local office at least 3 days a week.

As the UK's largest fibre-only network, and its only proven wholesale challenger, we're busy setting new standards for what digital infrastructure can and should be.

Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally.

What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people

Joining us as a Technical Services Team Leader

As a Technical Services Team Leader, you will play a key role in the day-to-day management, development, and performance of our 24/7/365 Technical Services team. You'll ensure the team operates efficiently, maintains high service quality, and meets performance targets while supporting customer issue resolution.

You'll receive a competitive salary, a performance related bonus, and a range of benefits to support you across your financial, physical and mental wellbeing.

This is some of what you can expect to be doing:

• Managing the day-to-day activities of the team, ensuring adherence to guidelines and processes
• Developing team skills and competencies, including training and personal development plans
• Monitoring performance against objectives, providing support and mentoring where needed
• Leading by example, assisting with hands-on technical work and fault resolution
• Handling escalations, collaborating with internal teams, and managing customer queries/disputes
• Scheduling staff rotas and ensuring effective resource allocation.

What you'll bring to the role

With strong leadership and technical expertise, you'll drive team performance while maintaining high service standards. You'll also have:

• Previous experience in a technology/telecoms environment

• A track record of leading and overseeing a technical service team

• Strong knowledge of networking, VoIP technologies, and internet services (ADSL, FTTC, PSTN)

• Excellent troubleshooting skills and the ability to resolve/escalate complex issues

• Experience working within SLAs, handling escalations, and ensuring customer satisfaction

• Strong communication and interpersonal skills, with the ability to translate technical details for different audiences

Diversity, Inclusion & Belonging

We're a Times Top 50 Employer for Gender Equality. We're endorsed by WORK180 and we're a partner of Diversifying. We have pledged our commitment to the Armed Forces Gold Covenant, are a Care Leaver Friendly Employer, and we're a Disability Confident Leader. Working together with our Employee Communities, we're wholly committed to ensuring that our people's voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you'd like to explore our culture and values, check out The CityFibre Way.

What you can expect from us

We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family friendly and menopause policies.

We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at [email protected]. We want to help