Technical Support Team Leader

Procentia is an award‑winning software and technology company specialising in the Pensions and Bulk Purchase Annuities market. We design intelligent solutions that put administrators and members at the heart of any pension scheme. Established in 2002, we’re renowned for our web‑based pensions administration and management system, IntelliPen. Our platform helps clients meet the demand for self‑serve technology and provide meaningful consumer‑like experiences expected from online platforms.

Trusted by administrators, employers and trustees, our software is widely regarded as the most comprehensive and feature‑rich platform for modern pensions management. IntelliPen comprises a suite of integrated modular systems that streamline processes from new member registration to online self‑serve retirement, and enables collaboration on the same workflows. It delivers up to 90% time and cost efficiencies by automating member retirements, validation, benefit calculations, reporting and pensioner payroll. With offices in the UK and North America, we support some of the largest pension schemes and plans across the private and public sectors.

Procentia People are a community of passionate specialists dedicated to developing best‑class software solutions and client service. We’re a vibrant assortment, everyone is welcome here. We’re proud of our welcoming and open culture, and our Values. They’re not just words on paper – we’re dedicated to living them every day.

As a Technical Support Team Leader, you will act as an SME for all technical processes relating to Procentia products and client technical operations. You will provide leadership, technical excellence, and coaching to develop the skills of Technical Support Consultants, with a particular focus on Python‑based troubleshooting, scripting, automation and ensuring the team is technically ready for future product enhancements and new product launches.

Here’s What You’ll Be Doing:

• People management of Support Consultants and Technical Support Consultants
• Leading team training and development, including structured upskilling in Python, Azure, SQL especially for troubleshooting, automation, and diagnostic efficiency
• Objective setting, employee motivation and professional development planning
• Acting as the SME for complex technical issues, including major incidents
• Identifying hardware/software solutions and contributing to continuous improvement
• Leading by example and supporting the team in achieving company goals
• Diagnosing and resolving advanced faults
• Managing escalations internally and externally, ensuring major incidents are resolved within SLA and coordinating cross‑team activity
• Contributing to lessons‑learned sessions and RCA documentation (CAPA)
• Responding to Zendesk tickets and supporting clients via phone, Teams and email

Key Skills And Experience:

• Experience supporting software systems
• Strong technical knowledge with the ability to learn new technologies quickly
• Experience with Python for troubleshooting, automation, diagnostics, scripting or internal tooling, with the ability to mentor others in Python fundamentals
• Understanding of business processes and workflows
• Responsible, reliable, and consultative approach
• Ability to prioritise, meet deadlines and deliver rapid outcomes
• Excellent customer service, communication, and organisational skills
• Logical thinker with strong problem‑solving skills
• Ability to analyse complex, multi‑faceted issues and break them down logically
• Proficiency in Microsoft Office (especially Excel), Windows Server, and IIS
• High degree of numeracy and attention to detail

Let’s Talk About What’s In It For You:

• 25 days holiday (plus public holidays) increasing with length of service up to a maximum of 28 days, with carry over of up to 1 week
• Buying and Selling holiday (up to 1 week)
• Life Assurance
• Private Medical Insurance
• Employee Assistance Programme (EAP)
• Tusker – Electric Car Leasing scheme

We know that some candidates, particularly women, disabled people, LGBTQ+ individuals, neurodivergent people, and those from ethnic minority backgrounds, may hesitate to apply unless they meet every listed requirement. At Procentia, we’re committed to building a diverse, inclusive workplace where everyone can thrive. If this role excites you but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You could be a great fit for this role or another opportunity within our team.