Job Overview
As a Technical Support Team Leader, you will act as an SME for all technical processes relating to Procentia products and client technical operations. You will provide leadership, technical excellence, and coaching to develop the skills of Technical Support Consultants, with a particular focus on Python‑based troubleshooting, scripting, automation and ensuring the team is technically ready for future product enhancements and new product launches.
Responsibilities
- People management of Support Consultants and Technical Support Consultants
- Leading team training and development, including structured upskilling in Python, Azure, SQL especially for troubleshooting, automation, and diagnostic efficiency
- Objective setting, employee motivation and professional development planning
- Act as the SME for complex technical issues, including major incidents
- Identify hardware/software solutions and contribute to continuous improvement
- Lead by example and support the team in achieving company goals
- Diagnose and resolve advanced faults
- Manage escalations internally and externally, ensuring major incidents are resolved within SLA and coordinating cross‑team activity
- Contribute to lessons‑learned sessions and RCA documentation (CAPA)
- Respond to Zendesk tickets and support clients via phone, Teams and email
Key Skills and Experience
- Experience supporting software systems
- Strong technical knowledge with the ability to learn new technologies quickly
- Experience with Python for troubleshooting, automation, diagnostics, scripting or internal tooling, and ability to mentor others in Python fundamentals
- Understanding of business processes and workflows
- Responsible, reliable, and consultative approach
- Ability to prioritise, meet deadlines and deliver rapid outcomes
- Excellent customer service, communication, and organisational skills
- Logical thinker with strong problem‑solving skills
- Ability to analyse complex, multi‑faceted issues and break them down logically
- Proficiency in Microsoft Office (especially Excel), Windows Server, and IIS
- High degree of numeracy and attention to detail
Benefits
- 25 days holiday (plus public holidays) increasing with length of service up to a maximum of 28 days, with carry over of up to 1 week
- Buying and selling holiday (up to 1 week)
- Volunteer day
- 5% employer contribution pension
- Life assurance
- Private medical insurance
- Employee assistance programme (EAP)
- Health care cash plan
- Tusker – electric car leasing scheme
We value inclusivity
We know that some candidates, particularly women, disabled people, LGBTQ+ individuals, neurodivergent people, and those from ethnic minority backgrounds, may hesitate to apply unless they meet every listed requirement. At Procentia, we’re committed to building a diverse and inclusive workplace where everyone can thrive. If this role excites you but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You could be a great fit for this role or another opportunity within our team.
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