Senior Technical Support

Overview

In this role you lead a technical support team, owning the external support function and serving as the senior escalation point for complex issues. You’ll drive service excellence, optimize processes, and ensure outstanding customer experiences across a global client base. You work closely with Service Delivery and Engineering to resolve problems and improve outcomes. This is a hands-on leadership role with a strong impact on operations and customer satisfaction.

Responsibilities

• Lead coaching and development of a team of Technical Support Analysts
• Act as senior escalation point for complex incidents and ensure timely resolution
• Manage workload, capacity planning, and service coverage across the support operation
• Collaborate with Service Delivery and Engineering to resolve issues and improve outcomes
• Own incident management from logging to customer communication
• Drive problem management by identifying recurring issues and implementing solutions
• Produce service performance reports (ticket volumes, SLA trends)
• Continuously improve support processes, documentation and knowledge base
• Champion high-quality customer communication and consistent service standards
• Contribute to change management activities with clear impact assessment

Key requirements

• Experience leading or supervising a technical support or customer service desk in a B2B technology environment
• Strong understanding of ITIL or IT Service Management frameworks
• Experience managing incident, problem and service requests in a live environment
• Proven track record supporting external customers
• Experience in mobile/connectivity/telecoms/IoT or device-based tech
• Ability to troubleshoot complex technical issues while mentoring others
• Experience using ticketing/service management platforms such as Jira or HubSpot or similar
• Excellent communication and stakeholder management skills
• Comfortable in a fast-paced environment with multiple priorities

• leadership
• communication
• stakeholder management
• ITIL/ITSM
• incident and problem management
• Jira

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