Technical Team Leader

Location: Greater London

##### England# Technical Team Leader
** Role:
** Permanent
* * Salary:** £45,000/ANNUAL
*
* Location:

** Birmingham
* * Reference:
** 80571

Save## Technical Team Leader – IT Support Birmingham Are  you an experienced
** Technical Support or Customer Service Manager
** We’re looking for a
** Technical Team Leader
** to oversee a small but expanding technical support and development team, ensuring customers receive first-class service while maintaining high technical standards across the business.

This is an excellent opportunity for someone with a
** background in technical support leadership within the IT or technology sector
** who enjoys improving processes, mentoring engineers, and working closely with global technical teams.##

The Role As
** Technical Team Leader**, you’ll take responsibility for the performance and development of the UK Technical Department, managing a team currently consisting of
** Technical Support and Development Engineers**.You’ll play a key role in ensuring the team delivers
** excellent customer support**, while also working closely with international colleagues and internal teams to maintain service quality and drive continuous improvement.##

Key Responsibilities
* Lead and manage the
** Technical Support & Development team
*** Oversee the
** Freshdesk ticketing system
** and ensure service KPIs are achieved
* Manage
** Ring Central call handling and support workflows
*** Provide
** first-class technical support to customers
*** Communicate regularly with the
** global technical team (HQ)
*** Produce
** monthly performance reports for the technical department
*** Conduct
** team meetings and individual performance reviews
*** Handle
** technical escalations and complex customer issues
*** Work with internal teams to ensure adequate support coverage
* Support international teams where required## What We’re Looking For We’re particularly interested in candidates who have experience managing
** technical support or service teams in the IT / software / technology sector**.Key skills and experience include:
* Experience leading
** Technical Support or Customer Service teams
*** Strong
** communication and stakeholder management skills
*** Experience working with
** ticketing systems (e.g., Freshdesk or similar)
*** Ability to manage
** support KPIs and service performance
*** Experience handling
** technical escalations
*** A background in
** software or development (Python, C++, or

C)
** would be highly beneficial
* A passion for delivering
** excellent customer experience
*** Lead and shape a
** growing technical team
*** Work closely with
** international technical specialists
*** Opportunity to combine
** leadership, support, and technical knowledge
*** Join a business built around
** Teamwork, Respect and Collaboration
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