Job Description

What We're Looking For

We want a natural people leader who can bring out the best in a technical team. Someone who loves coaching, sets high standards, and keeps the team motivated and performing at their best.

You'll be confident managing workloads, supporting development, and handling escalations -- all while keeping a calm, positive, and solutions-focused mindset.

We're looking for someone who is:

A strong team coach and motivator Clear, confident, and great at communication Organised, decisive, and able to manage competing priorities Technically capable, curious, and eager to learn Passionate about continuous improvement and raising team capability
If you thrive on developing people, solving problems, and leading a busy technical support team, we'd love to hear from you.

About the Role

The Technical Team Leader is responsible for the day-to-day leadership, development, and performance of the technical support team. The role ensures high-quality customer support, consistent service levels, and effective handling of technical queries, while driving team capability, efficiency, and continuous improvement.

This role acts as a point of technical escalation, provides coaching and mentoring, and supports the operational delivery of critical services across phone, email, and digital channels.

Key Responsibilities

Team Leadership & People Management

Lead, coach, and support a team of technical advisors to deliver excellent customer service. Conduct regular 1:1s, performance reviews, and skills assessments. Support onboarding, training, and upskilling of new and existing team members. Promote a positive team culture focused on collaboration, ownership, and continuous learning. Manage shift coverage, rota planning, and ensure adequate staffing at peak times.

Operational Delivery

Monitor daily workloads across calls, emails, and digital queues to ensure service levels are achieved. Act as a senior escalation point for complex technical issues or high-priority customers. Ensure accurate documentation, logging, and resolution of customer issues. Support the creation and maintenance of technical knowledge articles, installation guidance, and internal documentation.

Quality & Continuous Improvement

Review case quality, customer feedback, and team output to identify training or process gaps. Recommend and drive improvements to increase efficiency, reduce repeat contacts, and improve customer outcomes. Analyse performance data to spot trends, skill gaps, or emerging issues. Ensure compliance with internal procedures and industry standards.

Cross-Functional Collaboration

Work closely with Product, Engineering, Sales, and Operations teams to resolve issues and share insights. Provide feedback into product development and customer journeys using real-world technical experience. Support coordination for product updates, releases, and technical changes.

Skills & Experience Required

Essential

Proven leadership experience (formal or informal), mentoring or coaching others. Excellent communication skills, both written and verbal. Experience managing customer facing teams dealing with high volume of contact. Ability to manage multiple priorities in a fast-paced environment. Strong problem-solving skills with a logical and structured approach.

Desirable

Experience in a technical support environment. Knowledge of alarm, security, or IoT ecosystems. Understanding of cloud platforms, digital products, or SaaS support environments. Experience with IVR routing, call-centre metrics, or workforce planning.

Behaviours & Attributes

Proactive, supportive, and approachable leadership style. Calm under pressure with the ability to make sound decisions. Customer-focused mindset with a drive for continual improvement. Strong ownership and accountability. Ability to motivate and inspire others. Comfortable managing both technical work and people responsibilities.
Job Types: Full-time, Permanent

Benefits:

Company pension Free parking On-site parking
Application question(s):

Do you have any leadership experience? Do you have any experience in a technical support environment? Do you have any experience of alarms, security or loT ecosystems?
Work Location: In person