Technical Support Lead

Contract: Global Technical Support Operations Lead (Interim)

Location: Ireland with hybrid on‑site time in Belfast

Duration: 3–6 months

Start: ASAP

My client is a fast‑scaling SaaS + hardware company in a phase of rapid global growth. We are strengthening our technical support function to support increased demand across regions and time zones.

We’re looking for a hands‑on, interim Technical Support Operations leader to partner closely with our Head of Tech Support and help build the operating foundations for scale.

What You’ll Be Doing

• Partner directly with the Head of Tech Support to stand up scalable global support operations
• Design and implement:
• Shift patterns, rostering and on‑call rotations
• SLA definition and tracking
• Coverage models (moving from 16×5 toward 24×7)
• Help integrate AI‑assisted tooling into support workflows where appropriate
• Build and tweak reporting dashboards, workflows, and pipelines (not just design them)
• Provide hands‑on mentoring to the existing support leadership and team
• Spend meaningful time on‑site in Belfast during the early phase to embed with the team

What We’re Looking For

• Previous experience running or scaling technical support operations across multiple regions or time zones
• Background in SaaS, hardware‑SaaS, devices, or platform businesses
• Strong operational skill set:
• Scheduling & workforce planning
• SLAs & escalation management
• Support metrics & reporting
• Comfortable balancing strategic thinking with hands‑on execution
• Pragmatic, builder mindset — you improve systems by using them
• Based in Ireland, either week on week off or a couple of days a week in Belfast

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