At a Glance
- Tasks: Lead and develop a dynamic technical support team while enhancing customer service.
- Company: A growing managed services provider based in central Bristol.
- Benefits: Competitive salary, matched pension, private healthcare, and 25 days holiday plus your birthday off.
- Other info: Office-based role with genuine leadership and career development opportunities.
- Why this job: Shape a thriving support function and make a real impact on customer relationships.
- Qualifications: Experience in IT services, team leadership, and strong customer management skills.
The predicted salary is between 40000 - 40000 £ per year.
Salary: £40,000 - 40,000 per year
Requirements
- Experience within an MSP, IT Services, or Managed Services environment
- Previous team leadership, mentoring, or people management experience
- Strong customer-facing and stakeholder management skills
- Experience handling escalations and service improvement initiatives
- Good understanding of Microsoft cloud and modern workplace technologies
- ITIL knowledge or service management experience desirable
- Eligible for SC Clearance
- Full UK driving licence
- Able to work from our Bristol office 5 days per week
Responsibilities
- Lead, coach, and develop our technical support team
- Manage customer escalations and service-related challenges
- Drive service improvements and operational efficiency
- Conduct customer service reviews and performance discussions
- Work closely with our service desk, technical, and project teams
- Use service data and reporting to identify trends and opportunities
- Support customer retention and long-term relationship development
Technologies
- Cloud Support
- ITIL
- PLC
We are a growing managed services provider based in central Bristol, and this is an office-based role working five days per week. This Technical Support Team Lead position combines people leadership, customer engagement, and service improvement, giving you the opportunity to shape a growing support function while staying close to customers and service delivery. We offer excellent benefits including a pension matched up to 6%, private healthcare, an EMI share scheme, 25 days holiday plus bank holidays, your birthday off, life assurance, and genuine leadership and career development opportunities.
Technical Support Team Lead employer: Sivara GmbH
As a growing managed services provider located in the heart of Bristol, we pride ourselves on fostering a collaborative and supportive work culture that prioritises employee development and customer satisfaction. Our Technical Support Team Lead role offers not only competitive benefits such as a matched pension scheme and private healthcare but also the chance to lead a dynamic team while driving service improvements and enhancing customer relationships. Join us to be part of a company that values your contributions and invests in your career growth.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Team Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sivara GmbH. 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 Sivara GmbH 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 Technical Support Team Lead
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 Sivara GmbH:Your cover letter is your chance to shine! Tell us why you want to work at Sivara GmbH 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 Sivara GmbH!
How to prepare for a job interview at Sivara GmbH
✨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.
