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- Tasks: Lead a team of tech support pros and tackle complex technical challenges.
- Company: Join Procentia, a forward-thinking company that values inclusivity and innovation.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a pension scheme.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by mentoring others and driving tech excellence.
- Qualifications: Experience in software support and strong Python skills are essential.
The predicted salary is between 45000 - 55000 £ per year.
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.
Responsibilities
- 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
- Act as the SME for complex technical issues, including major incidents
- Identify hardware/software solutions and contribute to continuous improvement
- Lead by example and support the team in achieving company goals
- Diagnose and resolve advanced faults
- Manage escalations internally and externally, ensuring major incidents are resolved within SLA and coordinating cross‑team activity
- Contribute to lessons‑learned sessions and RCA documentation (CAPA)
- Respond to Zendesk tickets and support 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, and 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
Benefits
- 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)
- Volunteer day
- 5% employer contribution pension
- Life assurance
- Private medical insurance
- Employee assistance programme (EAP)
- Health care cash plan
- Tusker – electric car leasing scheme
We value inclusivity. 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 and 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.
Technical Support Team Leader employer: Procentia
Contact Detail:
Procentia Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work at Procentia or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your Python skills and technical knowledge. Be ready to showcase your problem-solving abilities with real-life examples, especially around troubleshooting and automation.
✨Tip Number 3
Don’t just wait for job postings! Keep an eye on our website and apply directly through it. This shows initiative and gives you a better chance of being noticed by the hiring team.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to show you were engaged and interested.
We think you need these skills to ace Technical Support Team Leader
Some tips for your application 🫡
Show Off Your Technical Skills: Make sure to highlight your experience with Python, Azure, and SQL in your application. We want to see how you've used these skills in real-world scenarios, especially when it comes to troubleshooting and automation.
Tailor Your Application: Don’t just send a generic CV! Tailor your application to reflect the specific responsibilities and skills mentioned in the job description. This shows us that you’ve done your homework and are genuinely interested in the role.
Share Your Leadership Experience: As a Technical Support Team Leader, leadership is key. Share examples of how you've motivated and developed teams in the past. We love to see how you can inspire others and drive results!
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’s super easy!
How to prepare for a job interview at Procentia
✨Know Your Tech Inside Out
As a Technical Support Team Leader, you'll need to demonstrate your expertise in Python, Azure, and SQL. Brush up on these technologies before the interview. Be ready to discuss specific examples of how you've used them in troubleshooting or automation.
✨Showcase Your Leadership Skills
Prepare to talk about your experience in managing and developing teams. Think of instances where you motivated your team or led training sessions. Highlight your approach to setting objectives and how you’ve contributed to professional development.
✨Be Ready for Problem-Solving Scenarios
Expect to face complex technical issues during the interview. Practice breaking down multi-faceted problems logically. You might be asked to diagnose a fault or suggest a solution, so think through your problem-solving process beforehand.
✨Communicate Clearly and Confidently
Excellent communication is key in this role. During the interview, focus on articulating your thoughts clearly. Use examples from your past experiences to illustrate your points, especially when discussing customer service and collaboration with cross-functional teams.