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- Tasks: Lead a tech support team and resolve complex IT issues.
- Company: Join a global professional services firm focused on service excellence.
- Benefits: Enjoy hybrid work options and opportunities for professional growth.
- Why this job: Perfect for tech enthusiasts who love mentoring and optimising systems.
- Qualifications: ITIL v4 certification and strong ServiceNow knowledge required.
- Other info: Ideal for those with leadership experience in IT support.
We’re looking for a proactive Technical Operations and Support Lead to join a global, professional services firm as they continue on their ongoing phase of growth to help drive service excellence across their IT team. You’ll manage third-line incident resolution, problem management, and get the most out of ServiceNow and their CMDB. You’ll also lead a talented onsite support team and play a key role in making sure new joiners, leavers, and movers have smooth tech transitions. This is a great fit for someone who loves optimizing systems, improving processes, and making technology work better for people — all while mentoring and growing a team.
What you’ll do:
- Lead resolution of complex technical issues (3rd line support)
- Oversee problem management and drive improvements
- Optimize ServiceNow and manage the CMDB
- Lead and support the onsite tech team
- Own onboarding, offboarding, and device management (Intune, Autopilot, SCCM)
- Be the go-to escalation point for urgent issues
- Collaborate with other teams and keep processes documented and sharp
- Track performance metrics and make data-driven improvements
What you’ll bring:
- ITIL v4 certification /knowledge
- Strong ServiceNow know-how
- Proven leadership experience in IT support teams/function
- Excellent communication and problem-solving skills
- Project management experience
- MCP certification? Great — but not required!
For full details and immediate consideration, please get in touch.
Technical Support Team Lead - hybrid employer: Foundations Exec
Contact Detail:
Foundations Exec Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Team Lead - hybrid
✨Tip Number 1
Familiarise yourself with ServiceNow and its functionalities, as this role heavily relies on optimising this platform. Consider exploring online tutorials or forums to deepen your understanding and showcase your knowledge during the interview.
✨Tip Number 2
Brush up on your ITIL v4 principles, as they are crucial for managing incidents and problem resolution effectively. Being able to discuss how you've applied these principles in past roles will demonstrate your capability to lead in this position.
✨Tip Number 3
Prepare examples of how you've successfully led a team in a technical support environment. Highlight specific challenges you faced and how you improved processes or resolved complex issues, as this will show your leadership skills and problem-solving abilities.
✨Tip Number 4
Network with professionals in the IT support field, especially those who have experience with third-line support. Engaging in discussions can provide insights into the role and may even lead to referrals, increasing your chances of landing the job.
We think you need these skills to ace Technical Support Team Lead - hybrid
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and leadership. Emphasise your ITIL v4 certification, ServiceNow expertise, and any project management experience you have.
Craft a Compelling Cover Letter: In your cover letter, express your passion for optimising systems and improving processes. Mention specific examples of how you've led teams or resolved complex technical issues in the past.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application reflects your ability to convey complex information clearly. Use concise language and structure your thoughts logically.
Highlight Team Leadership Experience: Detail your experience in leading IT support teams. Discuss how you've mentored team members and contributed to their professional growth, as well as any successful projects you've managed.
How to prepare for a job interview at Foundations Exec
✨Showcase Your Leadership Skills
As a Technical Support Team Lead, you'll need to demonstrate your leadership experience. Prepare examples of how you've successfully led teams in the past, focusing on mentoring and driving improvements within IT support.
✨Familiarise Yourself with ServiceNow
Since the role involves optimising ServiceNow and managing the CMDB, make sure you brush up on your knowledge of these systems. Be ready to discuss specific features or improvements you've implemented in previous roles.
✨Prepare for Problem-Solving Scenarios
Expect to face questions that assess your problem-solving abilities. Think of complex technical issues you've resolved and be prepared to walk through your thought process and the steps you took to reach a solution.
✨Highlight Your Communication Skills
Excellent communication is key in this role. Be ready to explain how you've effectively communicated with both technical and non-technical stakeholders in the past, ensuring everyone is on the same page during tech transitions.
