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For Companies At a Glance
- Tasks: Lead service delivery and support, solving complex customer issues daily.
- 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 and strong problem-solving skills required.
- Other info: Mentorship opportunities available for apprentices and junior team members.
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 customisable 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.
Brief 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.
Key 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
- 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
- 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.)
- 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
- 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 in London employer: Equals One
Contact Detail:
Equals One Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Support & Service Technician in London
✨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 interviews by practising common questions related to service delivery and technical problem-solving. We recommend doing mock interviews with friends or using online platforms to get comfortable with articulating your experience and skills.
✨Tip Number 3
Showcase your expertise! Create a portfolio or a presentation that highlights your past achievements in service delivery and support roles. This can really set you apart during interviews and give potential employers a clear picture of what you bring to the table.
✨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 often have exclusive listings that you won’t find anywhere else, so keep an eye out for those!
We think you need these skills to ace Lead Support & Service Technician in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Lead Support & Service Technician role. Highlight your relevant experience in service delivery and technical support, and don’t forget to mention any specific skills that match the job description.
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 your problem-solving skills and how you’ve successfully managed support issues in the past.
Showcase Your Communication Skills: Since this role involves a lot of communication, make sure to demonstrate your strong communication skills in your application. Use clear and concise language, and provide examples of how you've effectively communicated with teams or customers.
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s straightforward and ensures your application goes directly to us, making it easier for us to review your credentials!
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 Leadership Skills
Even though this role doesn't involve formal management, you’ll be expected to guide junior team members. Prepare examples of how you've mentored others or led projects. Highlight your ability to foster teamwork and maintain high service standards.
✨Understand the Company’s Products
Familiarise yourself with the company’s software and hardware offerings. Knowing their products will help you answer questions more effectively and show your genuine interest in the role. Think about how you can contribute to their continuous improvement efforts.
✨Prepare for Scenario-Based Questions
Expect to face questions that assess your problem-solving skills. Prepare for scenarios where you might need to triage support requests or handle escalated customer issues. Practising these situations will help you articulate your thought process during the interview.
