Technical Support Team Leader

Location: Brockenhurst

Technical Support Team Leader Annual Salary: £45,000 - £50,000, dependent on experience

Location:

Hybrid - New Milton (4 days in office, 1 day work from home) Job Type: Full-time

Hours:

35 hours per week, Monday to Friday, 9am - 5pm We are seeking a dynamic Technical Support Team Leader to drive service quality, streamline support operations, and champion a customer-first mindset. In this pivotal role, you will shape and enforce service standards, collaborate across teams, and lead continuous improvement efforts - all while ensuring complex issues are resolved and SLAs are met.

If you're passionate about delivering top-tier support and inspiring high-performing teams, we want to hear from you! Day-to-day of the role:
Team Leadership:
Lead and mentor the support team, manage incoming requests, enforce SLAs, and foster a culture of continuous improvement. Incident & Problem Management:
Oversee resolution processes, escalate complex issues, maintain documentation, and implement escalation procedures. Service Delivery:
Ensure SLAs and KPIs are met, apply best practices, analyse support trends, and uphold IT and security policies. Stakeholder Engagement:
Communicate effectively across teams, provide regular updates, and ensure business needs are met. Required Skills &

Qualifications:

Minimum of four years in technical support and three years in a leadership role. Strong background in incident and problem management, service delivery, and performance metrics such as SLAs and KPIs. Experience managing hybrid support teams and familiarity with IT service management frameworks like ITIL. Technical expertise in troubleshooting, diagnostics, and administration across Windows and Linux environments. Proficient in using ticketing systems such as Service Now or JIRA.

Degree in IT, Computer Science, or a related field, along with ITIL Foundation certification. Additional training in customer service or team leadership. Personal attributes include being calm under pressure, highly organised, and having a customer-first mindset. Strong communication and collaboration skills, capable of inspiring and developing others. Benefits: 25 days holiday plus bank holidays. Private Medical Insurance - Individual Cover.

Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more. 24/7 employee assistance programme with an easily accessible app. Family and friends' discounts on our services & products. Pension Scheme, up to 4% Company matched. Smart Tech & Cycle to work schemes. Free on-site parking. If you are interested in this position please apply online or for more information please contact me on