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For Companies At a Glance
- Tasks: Lead service delivery and support, solving complex customer issues and improving workflows.
- Company: Established tech company specialising in mobile computing and warehouse management.
- Benefits: Competitive salary, hands-on experience, and opportunities for professional growth.
- Why this job: Join a dynamic team and make a real impact in tech support and service delivery.
- Qualifications: Experience in support roles, strong problem-solving skills, and effective communication.
- Other info: Mentorship opportunities and a collaborative work environment await you.
The predicted salary is between 36000 - 60000 £ per year.
Location: Northampton
Permanent, Full-time
Salary Dependent on Experience
Our client is a specialist in Mobile Computing, Data Capture and Warehouse Management. Combining their customizable software with the highest quality hardware and using barcodes as a language, they are providing cost effective and work efficient packages for effective Warehouse Management. Established in 1982, they have continuously pushed the boundaries to develop a solution and expand their product range - whilst maintaining a leading edge in technology for data collection and management.
Role Outline
The Senior Service Delivery & Customer Support Lead is a senior, hands-on role responsible for overseeing day-to-day service delivery, maintaining service standards, and acting as an escalation point for complex customer and technical issues. This role provides operational leadership and technical oversight within the support function, working closely with management and project teams, while remaining actively involved in service delivery and continuous improvement.
Responsibilities – Service Delivery & Operational Oversight
- Oversight of daily service desk and support activities
- Managing and maintaining the internal call management and logging system
- Triage, prioritisation, and escalation of support requests
- Ensuring support services are delivered in line with agreed SLAs and procedures
- Identifying and resolving recurring issues and service bottlenecks
- Maintaining standards across the Northampton office environment
Responsibilities – Senior Support & Escalation
- Acting as the senior escalation point for complex support and customer issues
- Providing timely, high-quality solutions to technical and service-related problems
- Detecting, tracking, and documenting software defects and inconsistencies
- Producing and maintaining support documentation and knowledge-base materials
- Applying quality engineering principles across the Agile product lifecycle
Responsibilities – Leadership (Non-Managerial)
- Providing day-to-day guidance and support to junior team members
- Supporting apprentices through structured mentoring and on-the-job training
- Promoting consistent working practices, professionalism, and service standards
- Flagging risks, capacity issues, and service concerns to senior management
(This role does not carry formal line-management responsibility.)
Responsibilities – Projects & Continuous Improvement
- Contributing to project delivery by reviewing specifications and requirements
- Supporting system, integration, and regression testing where required
- Assisting with the development of automation scripts and service improvements
- Identifying opportunities to improve service methods, workflows, and efficiency
- Working closely with project teams and other departments
Responsibilities – Stakeholder & Communication
- Attending weekly project meetings and relevant operational meetings
- Preparing input for service performance reporting and customer updates
- Supporting customer communications where technical input is required
- Building effective working relationships across teams and departments
Skills & Experience
- Significant experience in a senior support or service delivery role
- Strong technical problem-solving and diagnostic skills
- Experience working with service desks, ticketing systems, and SLAs
- Ability to provide leadership without formal people management
- Strong communication and documentation skills
- Comfortable balancing hands-on work with senior-level oversight
Lead Support & Service Technician employer: Equals One
Contact Detail:
Equals One Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Support & Service Technician
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Lead Support & Service Technician role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research the company’s products and services, especially their software and hardware solutions. Be ready to discuss how your experience aligns with their needs, and think of examples that showcase your problem-solving skills and leadership abilities.
✨Tip Number 3
Show off your technical chops! During interviews, highlight your experience with service desks, ticketing systems, and SLAs. Make sure to mention any specific tools or methodologies you’ve used that could benefit their operations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us!
We think you need these skills to ace Lead Support & Service Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Lead Support & Service Technician role. Highlight your experience in service delivery and technical problem-solving, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific experiences that demonstrate your ability to manage support requests and lead teams, as well as your passion for continuous improvement.
Showcase Your Communication Skills: Since this role involves a lot of communication, make sure to showcase your strong communication skills in your application. Whether it's through your CV or cover letter, let us know how you've effectively communicated with stakeholders in the past.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Equals One
✨Know Your Tech Inside Out
As a Lead Support & Service Technician, you'll need to demonstrate your technical prowess. Brush up on the latest trends in mobile computing and data capture. Be ready to discuss specific technologies you've worked with and how you've solved complex issues in the past.
✨Showcase Your Problem-Solving Skills
Prepare examples of challenging customer support scenarios you've faced. Highlight your approach to triaging and resolving these issues, especially those that required escalation. This will show your potential employer that you can handle the pressures of the role.
✨Emphasise Team Collaboration
This role involves working closely with various teams. Be prepared to talk about how you've successfully collaborated with others in previous positions. Share instances where your communication skills helped bridge gaps between technical and non-technical stakeholders.
✨Demonstrate Continuous Improvement Mindset
The company values innovation and efficiency. Think of examples where you've identified service bottlenecks or improved workflows. Discuss how you contributed to project delivery and any automation scripts you've developed to enhance service delivery.
