Technical Support Team Leader

Responsibilities

• People management of Support Consultants and Technical Support Consultants
• Leading team training and development, including structured upskilling in Python, Azure, SQL especially for troubleshooting, automation, and diagnostic efficiency
• Objective setting, employee motivation and professional development planning
• Acting as the SME for complex technical issues, including major incidents
• Identifying hardware/software solutions and contributing to continuous improvement
• Leading by example and supporting the team in achieving company goals
• Diagnosing and resolving advanced faults
• Managing escalations internally and externally, ensuring major incidents are resolved within SLA and coordinating cross‑team activity
• Contributing to lessons‑learned sessions and RCA documentation (CAPA)
• Responding to Zendesk tickets and supporting clients via phone, Teams and email

• Experience supporting software systems
• Strong technical knowledge with the ability to learn new technologies quickly
• Experience with Python for troubleshooting, automation, diagnostics, scripting or internal tooling, with the ability to mentor others in Python fundamentals
• Understanding of business processes and workflows
• Responsible, reliable, and consultative approach
• Ability to prioritise, meet deadlines and deliver rapid outcomes
• Excellent customer service, communication, and organisational skills
• Logical thinker with strong problem‑solving skills
• Ability to analyse complex, multi‑faceted issues and break them down logically
• Proficiency in Microsoft Office (especially Excel), Windows Server, and IIS
• High degree of numeracy and attention to detail