Senior Support Specialist

Senior Support Specialist

Department: Customer Support

Employment Type: Permanent – Full Time

Location: Remote, UK

Description

We are looking for a Senior Support Specialist to join our team.

The Senior Support Specialist will be responsible for leading and coordinating the activities of the 2nd Line Support team, ensuring the timely resolution of complex technical issues and driving continuous service improvement. This role acts as a bridge between Support and Application Operations teams, proactively identifying opportunities to transition appropriate 3rd-line tasks into 2nd-line ownership. The Senior Support Specialist enhances team capability, improves knowledge management, and strengthens operational efficiency across the support landscape.

Key Responsibilities

Team Leadership & Operational Management:

• Lead, mentor, and support a team of 2nd Line Support Analysts, providing guidance on technical escalations, workload management, and best practices.
• Oversee daily support operations to ensure SLAs, KPIs, and customer satisfaction targets are consistently met.
• Conduct regular 1:1s, performance reviews, and skills development planning for analysts.

Technical Support & Escalation Handling:

• Act as the primary escalation point for high-priority or complex incidents and service requests that require advanced troubleshooting.
• Provide hands‑on technical expertise to guide analysts through complex problem diagnosis and resolution.
• Coordinate with 1st Line Support to ensure appropriate ticket triage, escalation processes, and documentation quality.

Collaboration with Application Operations / 3rd Line Teams:

• Partner with App Ops and Development/Engineering teams to gain deep understanding of applications, services, and infrastructure.
• Identify recurring or well‑understood 3rd‑line tasks suitable for transition to 2nd line.
• Lead and manage the transition of responsibilities by:
  • Mapping processes and workflows
  • Capturing and validating knowledge articles
  • Training 2nd‑line analysts
  • Establishing new support boundaries and escalation pathways
  • Monitor and evaluate the effectiveness of transitioned tasks, ensuring stable operations and reduced dependencies on 3rd line.

Service Improvement & Process Governance:

• Drive continual improvement initiatives across support processes, tooling, and documentation.
• Maintain high‑quality knowledge base content, ensuring clarity, accuracy, and alignment with operational needs.
• Work with the Service Management function on incident, problem, and change processes.

Reporting & Stakeholder Communication:

• Provide regular reporting on team performance, incident trends, and operational health to management.
• Communicate effectively with business stakeholders, technical teams, and vendors to ensure transparency and alignment.

Skills, Knowledge and Expertise

• Strong technical background across relevant infrastructure, applications, or platforms.
• Proven experience in a 2nd or 3rd line technical support environment.
• Previous experience leading or mentoring technical teams.
• Excellent communication, troubleshooting, and analytical skills.
• Experience working with ITSM frameworks and tools (e.g., ITIL, ServiceNow).
• Ability to influence cross‑functional teams and drive process improvement initiatives.
• Understanding of service performance metrics and quality frameworks (ISO standards, ITIL, etc.).
• Ability to collaborate effectively with diverse teams.
• Project management skills and attention to detail.
• Excellent problem‑solving skills, with a structured approach to troubleshooting complex technical issues.

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