At a Glance
- Tasks: Lead and mentor a dynamic support team while enhancing customer experience.
- Company: Join a forward-thinking Managed Service Provider in Southampton.
- Benefits: Competitive salary of £75,000 and opportunities for professional growth.
- Other info: Exciting chance to work with Microsoft technologies and drive service excellence.
- Why this job: Shape the future of IT services with innovative solutions and automation.
- Qualifications: Experience in IT support and strong leadership skills required.
The predicted salary is between 75000 - 75000 £ per year.
Technical Support Lead - Southampton - £75,000
Are you an experienced Service Desk Team Leader, IT Support Lead or Senior Support Engineer looking for your next challenge within a Managed Service Provider?
We're looking for an ambitious IT Support Lead to take ownership of a modern, proactive IT support function that is built around automation, customer experience and service excellence—not simply closing tickets.
This is an opportunity to lead a talented support team whilst helping shape the future of managed IT services.
You'll work closely with Operations, Security and Product teams to build a preventative support model that reduces incidents before customers even know there's an issue.
If you're passionate about Microsoft technologies, service improvement, and developing people, we'd love to hear from you.
Responsibilities
• Building a new team!!!
- Leading and mentoring a team of Support Engineers
- Managing day-to-day Service Desk operations and SLA performance
- Acting as the technical escalation point for complex client issues
- Driving automation and creating runbooks to eliminate repetitive support tasks
- Managing Microsoft Intune environments, endpoint security, and device compliance
- Overseeing onboarding projects and Joiner, Mover & Leaver processes
- Delivering service reporting and continual improvement initiatives
- Working closely with internal technical teams to enhance customer experience
- Supporting the growth of a modern Managed Services offering
- Microsoft 365, Intune, Entra ID and Microsoft Defender
- ITIL-aligned Service Desk environments
- Incident, Problem and Change Management
- Service improvement and automation
- Client relationship management
- KPI, SLA and service reporting
- Technical Support Lead - Southampton - £75,000
- #J-18808-Ljbffr
Technical Support Lead in Southampton employer: InfraView Ltd
As a Lead Messaging Engineer at our company, you will be part of a dynamic and collaborative team dedicated to delivering secure communication solutions that are vital for critical operations. Located in Gloucestershire, we offer a supportive work culture that prioritises employee growth through continuous improvement initiatives and knowledge sharing, alongside competitive benefits including a car allowance. Join us to make a meaningful impact while working in a highly governed environment that values your expertise and fosters professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Lead in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InfraView Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like InfraView Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Lead in Southampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to InfraView Ltd:Your cover letter is your chance to shine! Tell us why you want to work at InfraView Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at InfraView Ltd!
How to prepare for a job interview at InfraView Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
