IT & Software

Senior Technical Support

Nine Twenty

Glasgow · Glasgow City · United Kingdom

Overview

In this role you lead a technical support team, owning the external support function and serving as the senior escalation point for complex issues. You’ll drive service excellence, optimize processes, and ensure outstanding customer experiences across a global client base. You work closely with Service Delivery and Engineering to resolve problems and improve outcomes. This is a hands-on leadership role with a strong impact on operations and customer satisfaction.

Responsibilities
  • Lead coaching and development of a team of Technical Support Analysts
  • Act as senior escalation point for complex incidents and ensure timely resolution
  • Manage workload, capacity planning, and service coverage across the support operation
  • Collaborate with Service Delivery and Engineering to resolve issues and improve outcomes
  • Own incident management from logging to customer communication
  • Drive problem management by identifying recurring issues and implementing solutions
  • Produce service performance reports (ticket volumes, SLA trends)
  • Continuously improve support processes, documentation and knowledge base
  • Champion high-quality customer communication and consistent service standards
  • Contribute to change management activities with clear impact assessment
Key requirements
  • Experience leading or supervising a technical support or customer service desk in a B2B technology environment
  • Strong understanding of ITIL or IT Service Management frameworks
  • Experience managing incident, problem and service requests in a live environment
  • Proven track record supporting external customers
  • Experience in mobile/connectivity/telecoms/IoT or device-based tech
  • Ability to troubleshoot complex technical issues while mentoring others
  • Experience using ticketing/service management platforms such as Jira or HubSpot or similar
  • Excellent communication and stakeholder management skills
  • Comfortable in a fast-paced environment with multiple priorities
  • leadership
  • communication
  • stakeholder management
  • ITIL/ITSM
  • incident and problem management
  • Jira

Reference: WJ-747_30182668

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