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For Companies At a Glance
- Tasks: Lead a tech team, manage support systems, and improve business performance.
- Company: Join Ruby Energy, a leader in bespoke energy solutions for SMEs since 2002.
- Benefits: Enjoy flexible hours, career development, employee recognition, and local discounts.
- Why this job: Be part of a dynamic team, influence tech strategy, and enhance user experience.
- Qualifications: 3-5 years in IT support, strong troubleshooting skills, and mentoring experience required.
- Other info: Hands-on role with opportunities for growth and leadership in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
Are you an experienced IT professional looking to step into a leadership role? We’re seeking a confident and capable individual to manage key operational systems and act as a critical bridge between day-to-day technical support and broader business technology goals.
As the Technical Team Lead, you’ll oversee 2nd line technical support, improve CRM and business systems performance, and lead a 1st Line Application Support Analyst. This is a hands-on role with a clear path to deeper systems ownership and strategic influence.
Benefits:
- Working hours - Monday to Friday
- Buy & Sell Annual Leave Scheme
- Employee Assistance Programme (EAP)
- Access to Employee Health Scheme
- Career development
- Employee Recognition Incentives
- Company events
- Monthly dress down days
- Tea & coffee facilities & On-site Canteen
- Local discounts / benefits
Key Responsibilities
Day-to-Day Technical & Operational Duties
- Act as the escalation point for technical incidents beyond 1st line - diagnosing and resolving 2nd line hardware, software, and business system issues.
- Troubleshoot problems across a wide range of technologies, including:
- Microsoft 365 (Teams, SharePoint, Exchange Online)
- Azure/Entra ID
- Device and endpoint support (Windows 10/11, Intune)
- CRM platforms and proprietary business systems
Business Systems & CRM Responsibility
- Take operational ownership of the CRM systems and business-critical applications that underpin multiple group businesses — including systems used by sales, operations, customer service, and compliance teams.
- Understand how these systems are used in each business unit and how data flows between them.
- Maintain system performance, access management, configuration changes, and patching schedules in collaboration with vendors and stakeholders.
- Act as the main contact for CRM and app-related queries escalated beyond 1st line, while coordinating fixes, change requests, and new feature implementations.
- Assist with system audits, reporting, and functional reviews.
Team Leadership & Staff Development
- Line manage one 1st Line Application Support Analyst — providing day-to-day support, performance feedback, mentoring and guidance.
- Review tickets handled by the 1st line analyst, offer coaching where needed, and ensure smooth escalation paths are in place.
- Help plan workloads and priorities between reactive support and proactive systems work.
- Encourage a service-focused culture and lead by example in communication, documentation, and user support.
Process, Project & Service Improvement
- Contribute to the delivery of small-to-medium system improvement projects, such as:
- Rolling out new functionality in CRM platforms
- Automating business processes using low-code tools
- System migrations or upgrades
Skills & Experience
Essential
- 3-5 years in a 2nd line IT support or senior service desk role.
- Strong troubleshooting experience across Microsoft 365, Windows OS, Azure AD, and business systems.
- Experience managing or supporting CRM systems or similar business platforms.
- Proven ability to document processes and resolve user-facing issues.
- Prior experience mentoring or supporting junior team members.
- Confident engaging with non-technical staff and explaining technical issues clearly.
Desirable
- Exposure to working in a multi-company or multi-brand environment.
- Familiarity with Jira Service Management or similar ITSM platforms.
- Experience working with CRM systems (e.g. Salesforce, Dynamics, or industry-specific platforms).
- Understanding of change control and systems governance processes.
- Experience with Microsoft Power Platform (e.g. Power Automate) or other workflow tools.
- ITIL Foundation or similar service management certification.
Personal Qualities
- Professional, dependable, and organised.
- Strong ownership mentality — follows problems through to resolution.
- Calm under pressure and capable of prioritising workload effectively.
- Motivated to improve systems and user experience, not just close tickets.
- Clear communicator, both written and verbal.
- Supportive leader who helps others grow.
Who are we?
At Ruby Energy, we are more than just energy suppliers; we are champions of your progress, specifically tailored to empower SMEs. Our foundation is built on providing bespoke energy solutions that blend innovation with adaptability, ensuring that your business’s unique energy needs are met with precision.
Our Journey
Launched in 2002, we’re experts in commercial utilities and we know what it takes to deliver high levels of customer satisfaction.
Technical Team Lead employer: Ruby Energy
Contact Detail:
Ruby Energy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Team Lead
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft 365, Azure, and CRM systems. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your technical expertise and readiness for the role.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've mentored or supported junior team members in the past. This will highlight your ability to manage and develop a team, which is crucial for the Technical Team Lead position.
✨Tip Number 3
Research Ruby Energy and understand their business model and values. Tailoring your conversation to align with their mission of empowering SMEs will show that you are genuinely interested in the company and its goals.
✨Tip Number 4
Prepare to discuss your approach to problem-solving and service improvement. Think of specific instances where you've identified issues and implemented solutions, as this aligns with the responsibilities of the role and demonstrates your proactive mindset.
We think you need these skills to ace Technical Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 2nd line IT support and team leadership. Use specific examples that demonstrate your troubleshooting skills with Microsoft 365, Azure, and CRM systems.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Technical Team Lead role. Discuss how your background aligns with the responsibilities outlined in the job description, particularly your experience in managing technical support teams and improving system performance.
Showcase Leadership Skills: Emphasise your mentoring and coaching experience in your application. Provide examples of how you've supported junior team members and contributed to a service-focused culture in previous roles.
Highlight Problem-Solving Abilities: Include specific instances where you diagnosed and resolved complex technical issues. This will demonstrate your strong troubleshooting capabilities and your ability to manage escalated incidents effectively.
How to prepare for a job interview at Ruby Energy
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with Microsoft 365, Azure, and CRM systems in detail. Highlight specific examples of how you've diagnosed and resolved technical issues, as this will demonstrate your hands-on capabilities.
✨Demonstrate Leadership Skills
Since the role involves managing a team, be ready to share your experiences in mentoring or leading others. Discuss how you’ve supported junior team members and fostered a service-focused culture in previous roles.
✨Understand the Business Context
Research Ruby Energy and understand their business model and how technology supports their operations. This knowledge will help you articulate how you can contribute to their goals and improve system performance.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think of examples where you identified repeat issues and implemented improvements, as well as how you managed escalations effectively.
