At a Glance
- Tasks: Lead a dynamic team to solve complex connectivity issues and enhance customer satisfaction.
- Company: Join Pelion, a leader in IoT connectivity with a collaborative culture.
- Benefits: Enjoy a competitive salary, flexible working, generous holiday, and health benefits.
- Other info: Be part of a supportive community driving innovation in IoT.
- Why this job: Make a real impact in the fast-paced world of IoT technology.
- Qualifications: Experience in technical support and ITIL frameworks is essential.
The predicted salary is between 40500 - 49500 £ per year.
Pelion keeps Io T devices connected for customers in 150+ countries, across 600+ networks, at 99.995% uptime.
Our technical support team is the front line of that promise — an externally facing help desk supporting a global customer base of connected businesses, not an internal IT function.
We are looking for a Technical Support Lead to own this function.
It is a hands‑on role: you will lead a small team of technical support analysts, split across geographies to cover EU and North American time zones, act as the escalation point for complex connectivity issues, and run the ITIL-based processes that sit between Support, Service Delivery and Engineering.
We expect a consistent way of working across the team: real value delivered to the customer, end‑to‑end ownership of issues, a proactive mindset, and continuous, iterative improvement.
What matters most
Three things define success in this role. If these describe you, we want to talk — even if you don't tick every box below.
ITIL, practised — you have worked within ITIL/ITSM frameworks day to day — running incident, problem and change processes in a live service environment, not just holding the certificate.
A hands‑on problem‑solver — you can personally dig into a technical issue, understand what the data is telling you, drive it to root cause, and guide analysts to the right resolution path.
Externally facing support — you have worked in, run or developed a customer‑facing service desk in a mobile, device, telecoms or connected‑product environment — supporting external customers, not internal users.
Key responsibilities
- Team leadership
- Lead, coach and develop a small, geographically distributed team of support analysts — regular 1:1s, performance feedback, and skills development across locations and time zones.
- Manage scheduling, workload and coverage across EU and North American time zones to meet response and resolution targets.
- Act as the primary escalation point for complex or time‑sensitive customer issues.
- Serve as the technical escalation point for connectivity, SIM, network and platform issues beyond first‑line capability.
- Work with Service Delivery Managers and Engineering to drive escalated issues to resolution within agreed timescales, and contribute the support timeline to root cause analysis for major incidents.
- Service management (ITIL)
- Own incident management end to end for support‑handled issues — logging, prioritisation, resolution and customer communication — coordinating major incidents with Service Delivery and Engineering.
- Drive problem management: spot recurring incidents and work with Engineering to remove root causes permanently rather than firefighting.
- Represent the support and customer view at the weekly Change Advisory Board, and keep knowledge management current so learnings, workarounds and known errors are reused.
- Performance & improvement
- Own the team's SLA performance across response time, resolution time and customer satisfaction, monitoring through Hub Spot, Jira and Grafana and acting early on risks.
- Produce weekly reporting on volumes, SLA performance, escalation trends and quality, and drive continuous improvement of workflows, escalation paths and the knowledge base.
Skills & experience
- Proven experience leading or supervising an externally facing technical support or service desk team in a B2B technology environment.
- Hands‑on experience running incident and problem management within ITIL/ITSM frameworks in a live service environment (ITIL Foundation or equivalent practical experience).
- A solid technical background — comfortable reading between the lines of a connectivity issue and resolving it, not just routing it.
- Experience with CRM/ticketing tools (Hub Spot, Jira or similar) and a data‑literate approach to performance reporting.
- Excellent written and verbal communication — able to translate technical complexity into clear, professional customer communications — and sound judgement under pressure.
- Background in a mobile, Io T, MVNO or telecoms operator environment: cellular fundamentals (2G–5G, LTE‑M, NB‑Io T), SIM/IMSI/MSISDN concepts, APN configuration, or SIM management platforms.
- Networking fundamentals: TCP/IP, DNS, routing, VPN technologies.
- Experience contributing to change advisory or QMS‑aligned processes.
Why Pelion?
Pelion: Io T Connectivity Made Effortless.
Pelion provides the World's best connectivity for the World's biggest names, and the most innovative and inspiring Io T devices.
We can only do this by working with the most innovative and inspiring people.
Join Pelion and become part of a deeply connected and collaborative community, where mutual support and collective growth drive us all forward.
Embrace change with us as we lead the evolution of Io T, fostering clarity, trust, and accountability in our mission to create a well‑connected world for everyone.
So, if you're ready to thrive in an incredible team and lead in one of the fastest growing technology sectors, then we want you on our team!
Pelion is an Io T connectivity MVNO that provides simple, secure connectivity for Io T devices.
With a track record spanning back over 20 years, Pelion has been at the forefront of shaping Io T connectivity as an innovator delivering marketing leading solutions focused on our customer's success.
- Competitive salary dependant on experience
- Flexible, hybrid (3 days in our Glasgow Office)
- 25 days holiday, plus 5 days Take 5 and 8 bank holidays a year
- Access to comprehensive health and dental plans
- Health assessment
- Worldwide travel insurance
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant.
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Support Manager in Glasgow employer: Pelion
Pelion is an exceptional employer that fosters a dynamic and innovative work culture, where employees are empowered to drive meaningful change in the IoT connectivity landscape. Based in Glasgow, we offer competitive benefits, a commitment to professional growth, and the unique opportunity to work with cutting-edge technology that connects millions of devices globally. Join us to be part of a collaborative team dedicated to making global IoT connectivity effortless while enjoying a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Support Manager in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pelion. 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 Pelion 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 Support Manager in Glasgow
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 Pelion:Your cover letter is your chance to shine! Tell us why you want to work at Pelion 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 Pelion!
How to prepare for a job interview at Pelion
✨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.
