Support Team Leader

UKDedicated / GURU / Catalyst2 are hosting specialists delivering exceptional dedicated and cloud services to drive booming online businesses.

Since 2022 we have been part of a European group of brands enabling entrepreneurs to succeed online. As a group of customer-obsessed brands we operate across 22 countries supporting over 3.3 million customers with their online presence. Our combined family is an incredible team of over 3000 experts each empowering our strong local brands. Are you ready to share your passion and join our UK team

was created in June 2019 by the merger of the regional leading hosting

providers Combell Group Register Group and Trans

IP Group.

is a leading digital enabler for companies and entrepreneurs. It serves over 3.3 million customers in Europe and UK and has more than 3000 experts to support them. Its goal is to shape technology and to empower businesses with innovative digital services.

Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence we value respect openness and trusted collaboration. We do not tolerate intolerance.

At our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact Check it out on our website.

We want every member of our team to achieve more than they thought possible so that we can keep supporting our customers to succeed. We do this with :

• A diverse and inclusive culture
• A relaxed collaborative atmosphere
• Motivational coach-style leadership
• Employee perks including an enhanced holiday scheme and a birthday bonus.

We make succeeding online as easy as it can be for our customers. We :

• Provide 5-star rated web hosting services
• Keep our products accessible and industry-leading
• Offer a diverse range of products to allow customers to grow
• Are customer-obsessed offering multi-channel exceptional support

The five characteristics that drive our behaviours and the heart of our business culture;

• We put our customers at the heart of everything we do
• Were stronger together and we trust each other to do the right thing
• We tell it like it is and keep doors and mind open
• We treat each other with respect and regard
• Were always thinking whats next

We are seeking a proactive and experienced Support Team Leader to support the day-to-day operations of the Technical Support function. This role is critical to maintaining high team performance ensuring service delivery and strengthening collaboration with both technical and commercial teams. If youre a natural leader with excellent communication skills and a hands‑on approach wed love to hear from you.

• Serve as the primary point of contact for team members ensuring clear communication and consistent support.
• Take full responsibility for overseeing daily team activities including task delegation and workload coordination.
• Handle customer queries daily via tickets phone calls and Live Chat.
• Take full responsibility for managing customer escalations and ensuring tickets are resolved efficiently to meet SLAs.
• Monitor team performance and elevate operational issues promptly when required.
• Take full responsibility for managing absences and maintaining accurate attendance records.
• Take full responsibility for delivering and coordinating training to ensure team members have up-to-date knowledge and skills.
• Collaborate with the Senior Technical team and Sales team on operational matters.
• Contribute to performance reviews and continuous improvement initiatives.
• Maintain accurate documentation reports and adherence to operational standards.
• Foster a positive culture of accountability collaboration and professional development.
• Manage personal workload effectively to meet deadlines and responsibilities.

• Excellent communication and organisational skills.
• Ability to lead independently while working collaboratively across teams.
• Experience in absence tracking team performance management and customer service.
• Confidence in working with both technical and commercial teams to achieve operational goals.
• Proactive solutions-focused mindset with the ability to remain composed under pressure.
• Strong time and workload management skills in a multi-tasking environment.

Please note our operations are 24x7 and these roles are shift-based working a 4 / 4 shift pattern alternating days and occasional nights.

Each 4-work-day shift will comprise of hours; 7 : 00am to 7 : 00pm or 7 : 00pm to 7 : 00am or 10 : 00am to 10 : 00pm.

At any stage please be prepared to provide proof of eligibility to work in the UK.

Unfortunately we are unable to support Sponsorship Visas.

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