Technical Support Team Lead

We’re looking for an experienced Technical Support Team Leader to join a busy technical operations environment supporting business customers across voice, connectivity and managed IT services.

This is a hands-on leadership role, managing a team of support engineers while also acting as a senior escalation point for complex incidents. You’ll need strong experience with VoIP, LAN/WAN networking, incident management and service desk operations.

Responsibilities:

• Lead and support a team of technical support engineers
• Act as escalation point for complex technical issues and major incidents
• Manage incident, problem and change processes to meet SLA targets
• Support and troubleshoot VoIP, SIP, LAN/WAN, routing, switching and connectivity issues
• Monitor ticket queues and ensure high service standards
• Work closely with 2nd/3rd line teams and external suppliers
• Work on-site with the team 5 days per week

Requirements:

• Strong background in technical support / service desk / NOC environment
• Experience with VoIP / hosted telephony / SIP / networking technologies
• Solid knowledge of LAN/WAN, TCP/IP, routing, switching, VPNs and broadband / leased lines
• Experience managing incidents and working to SLAs / ITIL processes
• Previous team leader / senior / escalation experience preferred
• Strong communication and organisational skills

Location: Near Portsmouth

Working pattern: On-site, Monday to Friday (5 days per week)

This role suits a senior support engineer ready to step into leadership, or an existing team leader looking for a more technical environment.

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