Technical Support Team Leader

What We're Looking For

We want a natural people leader who can bring out the best in a technical team. Someone who loves coaching, sets high standards, and keeps the team motivated and performing at their best.

You'll be confident managing workloads, supporting development, and handling escalations — all while keeping a calm, positive, and solutions-focused mindset.

We're looking for someone who is:

• A strong team coach and motivator
• Clear, confident, and great at communication
• Organised, decisive, and able to manage competing priorities
• Technically capable, curious, and eager to learn
• Passionate about continuous improvement and raising team capability

If you thrive on developing people, solving problems, and leading a busy technical support team, we'd love to hear from you.

About the Role

The Technical Team Leader is responsible for the day-to-day leadership, development, and performance of the technical support team. The role ensures high-quality customer support, consistent service levels, and effective handling of technical queries, while driving team capability, efficiency, and continuous improvement.

This role acts as a point of technical escalation, provides coaching and mentoring, and supports the operational delivery of critical services across phone, email, and digital channels.

Key Responsibilities

Team Leadership & People Management

• Lead, coach, and support a team of technical advisors to deliver excellent customer service.
• Conduct regular 1:1s, performance reviews, and skills assessments.
• Support onboarding, training, and upskilling of new and existing team members.
• Promote a positive team culture focused on collaboration, ownership, and continuous learning.
• Manage shift coverage, rota planning, and ensure adequate staffing at peak times.

Operational Delivery

• Monitor daily workloads across calls, emails, and digital queues to ensure service levels are achieved.
• Act as a senior escalation point for complex technical issues or high-priority customers.
• Ensure accurate documentation, logging, and resolution of customer issues.
• Support the creation and maintenance of technical knowledge articles, installation guidance, and internal documentation.

Quality & Continuous Improvement

• Review case quality, customer feedback, and team output to identify training or process gaps.
• Recommend and drive improvements to increase efficiency, reduce repeat contacts, and improve customer outcomes.
• Analyse performance data to spot trends, skill gaps, or emerging issues.
• Ensure compliance with internal procedures and industry standards.

Cross-Functional Collaboration

• Work closely with Product, Engineering, Sales, and Operations teams to resolve issues and share insights.
• Provide feedback into product development and customer journeys using real-world technical experience.
• Support coordination for product updates, releases, and technical changes.

Skills & Experience Required

Essential

• Proven leadership experience (formal or informal), mentoring or coaching others.
• Excellent communication skills, both written and verbal.
• Experience managing customer facing teams dealing with high volume of contact.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills with a logical and structured approach.

Desirable

• Experience in a technical support environment.
• Knowledge of alarm, security, or IoT ecosystems.
• Understanding of cloud platforms, digital products, or SaaS support environments.
• Experience with IVR routing, call-centre metrics, or workforce planning.

Behaviours & Attributes

• Proactive, supportive, and approachable leadership style.
• Calm under pressure with the ability to make sound decisions.
• Customer-focused mindset with a drive for continual improvement.
• Strong ownership and accountability.
• Ability to motivate and inspire others.
• Comfortable managing both technical work and people responsibilities.

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Free parking
• On-site parking

Application question(s):

• Do you have any leadership experience?
• Do you have any experience in a technical support environment?
• Do you have any experience of alarms, security or loT ecosystems?

Work Location: In person