Technical Support Lead

Technical Support Lead

Pelion
• Service Operations | Glasgow | Full-time, Permanent

Pelion keeps IoT devices connected for customers in 150+ countries, across 600+ networks, % uptime. Our technical support team is the front line of that promise — an externally facing help desk supporting a global customer base of connected businesses, not an internal IT function.

We are looking for a Technical Support Lead to own this function. It is a hands-on role: you will lead a small team of technical support analysts, split across geographies to cover EU and North American time zones, act as the escalation point for complex connectivity issues, and run the ITIL-based processes that sit between Support, Service Delivery and Engineering.

We expect a consistent way of working across the team: real value delivered to the customer, end-to-end ownership of issues, a proactive mindset, and continuous, iterative improvement.

Three things define success in this role. If these describe you, we want to talk — even if you don't tick every box below.

• ITIL, practised — you have worked within ITIL/ITSM frameworks day to day — running incident, problem and change processes in a live service environment, not just holding the certificate.
• A hands-on problem-solver — you can personally dig into a technical issue, understand what the data is telling you, drive it to root cause, and guide analysts to the right resolution path.
• Externally facing support — you have worked in, run or developed a customer-facing service desk in a mobile, device, telecoms or connected-product environment — supporting external customers, not internal users.

• Lead, coach and develop a small, geographically distributed team of support analysts — regular 1:1s, performance feedback, and skills development across locations and time zones.
• Manage scheduling, workload and coverage across EU and North American time zones to meet response and resolution targets.
• Act as the primary escalation point for complex or time-sensitive customer issues.

• Serve as the technical escalation point for connectivity, SIM, network and platform issues beyond first-line capability.
• Work with Service Delivery Managers and Engineering to drive escalated issues to resolution within agreed timescales, and contribute the support timeline to root cause analysis for major incidents.

• Own incident management end to end for support-handled issues — logging, prioritisation, resolution and customer communication — coordinating major incidents with Service Delivery and Engineering.
• Drive problem management: spot recurring incidents and work with Engineering to remove root causes permanently rather than firefighting.
• Represent the support and customer view at the weekly Change Advisory Board, and keep knowledge management current so learnings, workarounds and known errors are reused.

• Own the team's SLA performance across response time, resolution time and customer satisfaction, monitoring through Hub Spot, Jira and Grafana and acting early on risks.
• Produce weekly reporting on volumes, SLA performance, escalation trends and quality, and drive continuous improvement of workflows, escalation paths and the knowledge base.

• Proven experience leading or supervising an externally facing technical support or service desk team in a B2B technology environment.
• Hands-on experience running incident and problem management within ITIL/ITSM frameworks in a live service environment (ITIL Foundation or equivalent practical experience).
• A solid technical background — comfortable reading between the lines of a connectivity issue and resolving it, not just routing it.
• Experience with CRM/ticketing tools (Hub Spot, Jira or similar) and a data-literate approach to performance reporting.
• Excellent written and verbal communication — able to translate technical complexity into clear, professional customer communications — and sound judgement under pressure.

• Background in a mobile, IoT, MVNO or telecoms operator environment: cellular fundamentals…