At a Glance
- Tasks: Lead a team of tech experts while solving complex issues and driving improvements.
- Company: Join Kinetic, a people-first company that values growth and collaboration.
- Benefits: Enjoy 25 days holiday, wellbeing days, and flexible perks tailored for you.
- Other info: Be part of a dynamic culture focused on continuous improvement and career development.
- Why this job: Make a real impact by mentoring talent and tackling challenging technical problems.
- Qualifications: 7+ years in tech support with strong leadership and problem-solving skills.
The predicted salary is between 60000 - 75000 £ per year.
The Role
As the Team Lead, you provide both technical leadership and people management for the most senior members of the customer support organisation. You manage the Senior Support Analysts and 3rd Line Developers, ensuring technical excellence while developing their skills and career progression. You serve as the technical escalation point for the entire support team and work closely with the Customer Support Manager to drive strategy, process improvements, and team development. This role requires deep technical expertise combined with people leadership skills. You balance hands-on technical work on the most complex issues with coaching, mentoring, and developing your direct reports.
What You’ll Be Doing
- People Management
- Manage and develop Senior Support Analysts (3-4 people) and 3rd Line Developers (2 people)
- Conduct regular 1-on-1s and provide ongoing coaching and feedback
- Set clear goals and performance expectations aligned with team objectives
- Manage performance issues and development plans as needed
- Support career development and progression planning for direct reports
- Participate in recruitment and hiring for senior technical roles
- Foster a positive, collaborative team culture focused on technical excellence
- Technical Leadership
- Serve as the final technical escalation point for the entire support organisation
- Lead resolution of the most complex technical issues across all systems
- Provide technical guidance to Senior Support Analysts and 3rd Line Developers
- Make technical decisions on complex customer issues or system problems
- Lead critical incident response and post-incident reviews
- Ensure technical quality and consistency across the team's work
- Stay current on platform changes, new features, and technical developments
- Strategic Contribution
- Work closely with Customer Support Manager on team strategy and direction
- Contribute to process improvements and operational excellence initiatives
- Identify systemic issues and work with Product/Engineering on solutions
- Provide technical input on roadmap prioritisation and customer impact
- Represent Support in technical meetings with Product and Engineering
- Analyse metrics and trends to identify improvement opportunities
- Cross-Functional Collaboration
- Build strong relationships with Product, Engineering, and other technical teams
- Advocate for customer needs in technical discussions and prioritisation
- Collaborate on knowledge transfer and documentation with other departments
- Participate in cross-functional projects and initiatives
Required Skills & Qualifications
- Advanced technical expertise across multiple domains and systems
- 7+ years experience in technical support, development, or engineering roles
- 2+ years people management or team leadership experience
- Proven ability to manage and develop senior technical staff
- Strong problem-solving and technical decision-making skills
- Excellent communication skills for all audiences
- Experience leading incident response and critical issue resolution
- Strategic thinking and ability to balance tactical and strategic priorities
- Collaborative approach to working across departments
- Track record of driving process improvements and operational excellence
Technical Proficiency
- Strong expertise in HTML, CSS and JavaScript
- Proven ability to deliver accessible web pages that meet WCAG 2.2 Level AA
- Confident working across multiple browsers and devices with consistent results
- Good knowledge of SQL and relational databases, ideally SQL Server
- Competence in server-side development using C# or a similar object-oriented language
- Understanding of secure development practices aligned with OWASP guidelines
- Experience with GIT-based workflows and version control
- Familiarity with jQuery, SASS and other common front-end tools and frameworks
Nice to Have
- Previous Team Lead or management experience in technical support
- Development or engineering background
- Experience with Kinetic systems or similar SaaS platforms
- Project management experience or certification
- Experience managing remote or distributed teams
- Technical training or coaching experience
- Knowledge of Delphy platform
- SQL expertise
Tools & Systems
- Full administrative access to all support tools and systems
- Production access as needed for complex troubleshooting
- Leapsome (performance management)
- Workday (HR and people management)
- Jira, Confluence, Salesforce, CASPA, BitWarden
- System logs, diagnostic tools, and platform access
Key Relationships
- Reports to: Customer Support Manager
- Direct Reports: 3-4 Senior Support Analysts, 2 3rd Line Developers
- Key Partners: Product Management, Engineering, CLOPS, Professional Services, Technical Success
What Success Looks Like
- Senior Support Analysts and 3rd Line Developers are engaged, growing, and performing well
- Complex technical issues are resolved efficiently with high quality
- Team members receive regular feedback and clear career development support
- Technical standards and quality are consistently high
- Strong relationships exist with Product and Engineering
- Customer Support Manager has confidence in technical escalations
- Team culture is positive, collaborative, and focused on continuous improvement
- Critical incidents are handled smoothly with clear leadership
Benefits & Perks
At Kinetic, we believe work should come with rewards that make a real difference. Here's just a taste of what you can expect when you join us:
- 25 days holiday (plus bank holidays) - with extra days the longer you're with us
- Two paid wellbeing days each year, with a budget to enjoy some time out with someone important to you
- Enhanced pension contributions to support your future
- Two paid days a year to give back through volunteering, charity work, or sustainability projects with our Green Team
- Salary sacrifice schemes for electric vehicles and cycle-to-work
- 24/7 access to our Employee Assistance Programme for confidential advice and support
- A full annual health check to keep you at your best
- A flexible benefits platform - from life assurance and learning opportunities to retail discounts and cinema tickets
- A genuine people-first culture where your growth and wellbeing come first
- Performance-related bonus scheme to reward your contribution
- Regular socials - from team get-togethers to all-company celebrations, with each department owning a budget for their events
- The opportunity to attend group conferences, away days and learning forums both in the UK and abroad - network with other talent
Kinetic is an equal opportunity employer, fostering diversity and committed to creating an inclusive environment for all employees.
Technical Support Team Lead in Milton Keynes employer: Kinetic Software
At Kinetic, we pride ourselves on being an exceptional employer that prioritises both technical excellence and employee development. Our collaborative work culture fosters growth through regular coaching, performance feedback, and opportunities for career progression, all while enjoying a comprehensive benefits package that includes generous holiday allowances, wellbeing days, and a commitment to sustainability. Join us in a role where your contributions are valued, and you can make a meaningful impact within a supportive team environment.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Team Lead in Milton Keynes
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common technical questions and scenarios related to the role. Mock interviews with friends or mentors can help you feel more confident and articulate your thoughts clearly.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've managed teams or resolved complex issues in the past. Highlighting your experience in coaching and mentoring will set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Technical Support Team Lead in Milton Keynes
Some tips for your application 🫡
Show Your Technical Skills:Make sure to highlight your technical expertise in your application. We want to see your experience with HTML, CSS, JavaScript, and any other relevant technologies. Don’t forget to mention your problem-solving skills and how you've tackled complex issues in the past!
Emphasise People Management Experience:Since this role involves leading a team, it’s crucial to showcase your people management experience. Share examples of how you’ve coached and developed team members, and how you’ve fostered a positive team culture. We love seeing candidates who can balance technical leadership with people skills!
Tailor Your Application:Take the time to tailor your application to our job description. Use keywords from the posting and align your experiences with what we’re looking for. This shows us that you’ve done your homework and are genuinely interested in the role at StudySmarter.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy to do – just follow the prompts and submit your application!
How to prepare for a job interview at Kinetic Software
✨Know Your Tech Inside Out
As a Technical Support Team Lead, you'll need to demonstrate deep technical expertise. Brush up on your knowledge of HTML, CSS, JavaScript, and SQL. Be ready to discuss complex technical issues you've resolved in the past and how you approached them.
✨Showcase Your People Skills
This role requires strong people management skills. Prepare examples of how you've coached and developed team members in previous roles. Think about specific instances where you helped someone grow or resolve performance issues.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Practice articulating your thought process when leading incident responses or making technical decisions under pressure.
✨Align with Company Culture
Kinetic values a positive, collaborative team culture. Research their values and think about how your leadership style aligns with fostering a supportive environment. Be prepared to discuss how you would contribute to team morale and collaboration.
