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For Companies At a Glance
- Tasks: Lead a team of tech experts while solving complex customer issues.
- Company: Join a forward-thinking company that values technical excellence and teamwork.
- Benefits: Enjoy competitive pay, career growth opportunities, and a supportive work culture.
- Other info: Dynamic role with opportunities for collaboration across departments.
- Why this job: Make a real impact by mentoring talent and driving technical solutions.
- Qualifications: Proven experience in technical support and strong leadership skills.
The predicted salary is between 50000 - 65000 £ 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 sharing and best practices
Technical Support Team Lead employer: Kinetic Software
Contact Detail:
Kinetic Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Team Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work in support roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! When you get the chance, demonstrate your technical expertise during interviews. Bring examples of complex issues you've resolved and how you’ve led teams through challenges.
✨Tip Number 3
Prepare for behavioural questions! Think about times you've coached or mentored others, and be ready to share those stories. It’s all about showing you can balance technical know-how with people management.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are genuinely interested in joining our team. Plus, it gives you a better chance to stand out in the application process.
We think you need these skills to ace Technical Support Team Lead
Some tips for your application 🫡
Show Your Technical Expertise: Make sure to highlight your technical skills and experience in your application. We want to see how you've tackled complex issues in the past, so don’t hold back on sharing specific examples that showcase your problem-solving abilities.
Emphasise People Management Skills: Since this role involves leading a team, it’s crucial to demonstrate your people management experience. Talk about how you’ve coached or mentored others, and share any success stories of developing team members’ careers.
Align with Our Values: Take a moment to understand our company culture and values. When writing your application, reflect those values in your language and examples. We’re all about collaboration and technical excellence, so let that shine through!
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 you’re keen on joining our team!
How to prepare for a job interview at Kinetic Software
✨Showcase Your Technical Expertise
Make sure to brush up on the technical skills relevant to the role. Be prepared to discuss complex issues you've resolved in the past and how you approached them. This will demonstrate your capability as a technical escalation point.
✨Emphasise People Management Skills
Since this role involves managing a team, be ready to share examples of how you've successfully coached or mentored others. Highlight your experience in conducting 1-on-1s and how you've helped team members achieve their career goals.
✨Demonstrate Strategic Thinking
Think about how you can contribute to process improvements and operational excellence. Prepare to discuss any initiatives you've led that improved team performance or customer satisfaction, showing that you can align with the company's strategic direction.
✨Build Cross-Functional Relationships
Collaboration is key in this role. Be prepared to talk about how you've worked with other teams, like Product and Engineering, to advocate for customer needs. Share specific examples of successful collaborations that led to positive outcomes.