Technical Support Lead - West yorkshire, England, United Kingdom

Description

We are seeking a dedicated and knowledgeable Team Lead to join our team in Leeds.

If you're passionate about people, love solving problems, and want to help lead a team that makes a real impact—this could be the perfect fit for you.

As a Team Lead, your responsibilities will include:

• Managing a Team of technical support professionals, overseeing their day-to-day tasks, reviewing tickets, and liaising with customers to drive success through engagement and teamwork.
• Ensuring all customers receive a high level of customer service, striving to be the best at what we do, and fostering a partnership and trust with our customers.
• Conducting regular ticket reviews to ensure tickets are logged and handled in line with our agreed way of working, always prioritizing the customer's needs and soliciting feedback from the team on how we can improve.
• In the event of escalations, communicating with customers who have raised concerns and resolving issues in a timely manner while also reviewing whether additional steps could have been taken.
• Proactively and efficiently managing daily customer demand.
• Identifying trends and potential issues, raising concerns that aid in resolution.
• Exploring ways to continually improve our service to our customers and driving this initiative throughout the organization.
• Providing 1:1 discussions with your team using scorecards, ensuring transparency.
• Managing all performance and attendance issues.
• Working closely with team members, sharing knowledge, experience, and providing progression paths.

What We're Looking For:

We're seeking someone with a strong background in leadership and a genuine passion for customer support. To be successful in this role, you'll need:

• Proven experience leading or managing a technical support team – this is a requirement.
• Excellent communication skills with a positive and professional tone.
• Solid people management experience—you know how to support, develop, and get the best out of your team.
• A logical approach to problem-solving and the ability to remain calm under pressure.
• Strong leadership qualities with a hands-on, supportive style.
• A genuine passion for delivering top-tier customer service.
• A warm, approachable, and friendly attitude.
• A team-first mindset—collaboration is key.
• Great listening skills and a desire to mentor and grow others.

This company offers excellent benefits and career development opportunities, including:

• A clear role progression plan.
• 21 days holiday plus an additional day off on your birthday.
• An extra day holiday added to your allowance annually.
• Private Healthcare.
• Pension Scheme.
• Paid Volunteer Day.
• Companywide events to bring departments together and celebrate success.
• Free onsite parking.