Technology Support Lead in Ealing

At NugiTech, we build software that helps organisations compete globally and solve real‑world problems with innovative, future‑ready products. As Technology Support Lead, you will oversee technical operations, manage client and internal system support, and ensure the reliability of our infrastructure across UK and Nigeria teams.

You will have strong leadership skills and deep technical knowledge to run the day‑to‑day service desk and incident, request, and change workflows, coordinate L1/L2/L3 support. You will work closely with internal teams and external clients to resolve technical issues efficiently and keep customers happy.

Key Responsibilities:

• Own the service desk, triage, prioritisation, and escalations, ensuring SLAs are met and communication is clear throughout incidents.
• Oversee client support operations, onboarding, and environment handovers, coordinating with product and engineering for fixes and enhancements.
• Run change management with risk assessment, approvals, maintenance windows, and keep a reliable CMDB or asset inventory.
• Create and maintain SOPs and runbooks, and deliver clear status updates and post‑incident reviews that lead to measurable improvements.
• Coordinate vendors and third parties, manage licenses and renewals, and negotiate support paths to accelerate resolution.

You have proven experience leading IT support or technical operations in a product or services environment. You understand ITIL practices and service metrics, and you are comfortable interpreting SLAs, SLOs, and error budgets. You can administer common stacks (Windows/Linux servers, identity and endpoint management, networks, cloud services) and script simple automations. You communicate crisply with clients and engineers, make sound trade‑offs under pressure, and mentor teammates to raise the bar.

• You can apply the ITIL framework to improve incident, problem, and change management and to raise overall service quality.
• You use ticketing systems such as Jira to structure workflows, track SLAs, and produce actionable support reports.
• Network troubleshooting: You diagnose and resolve network issues methodically, from connectivity and DNS to routing and basic security configurations.
• Server management: You manage servers responsibly by handling patching, backups, monitoring, capacity planning, and routine hardening.

• Team leadership: You provide clear, supportive team leadership and create an environment where engineers can do their best work.
• Client relationship: You communicate with clients transparently, set expectations, and deliver concise updates until resolution.
• Problem‑solving: You approach problems analytically, perform root‑cause analysis, and propose practical, tested remedies.
• Documentation: You produce clear documentation including runbooks, SOPs, and post‑incident notes that others can follow.
• Facilitation: You facilitate post‑incident reviews and continuous improvement workshops that turn lessons into measurable actions.

• 85% SLA attainment on first response and resolution for priority tickets.
• Reduced mean time to resolve (MTTR) and fewer repeat incidents quarter over quarter.
• High client CSAT for support interactions and clear, timely communications during incidents.
• Improved change success rate with fewer failed changes and faster, safer rollbacks.
• Complete, current runbooks and asset/CMDB accuracy with regular DR and restore tests.

• Real impact: Own the reliability of services used by real customers and see your work reflected in uptime, performance, and CSAT.
• Drive incident reviews and preventative fixes that meaningfully reduce risk and toil.
• Shape how support scales across UK and Nigeria delivery squads.
• Operational excellence: Build pragmatic ITIL‑ and SRE‑aligned workflows with sensible SLAs/SLOs and runbooks.
• Introduce right‑sized monitoring and automation to boost signal and eliminate repetitive tasks.
• Partner closely with engineering to prevent incidents before they happen.
• Growth and leadership: Lead, mentor, and develop a high‑performing support team with clear career paths.
• Access learning resources and certifications aligned to your roadmap (cloud, ITIL, security).
• Influence tooling and process choices across the support and operations stack.
• Help organisations compete globally with reliable, secure technology foundations.
• Work in a collaborative, multi‑stakeholder environment spanning public and enterprise domains.
• Join a culture that values trust, clarity, and customer‑centric delivery.