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
Acting as the SME for complex technical issues, including major incidents
Identifying hardware/software solutions and contributing to continuous improvement
Leading by example and supporting the team in achieving company goals
Diagnosing and resolving advanced faults
Managing escalations internally and externally, ensuring major incidents are resolved within SLA and coordinating cross‑team activity
Contributing to lessons‑learned sessions and RCA documentation (CAPA)
Responding to Zendesk tickets and supporting clients via phone, Teams and email

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, with the 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

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

Technical Support Team Leader

Key skills