Technical Support Team Leader

Technical Support Team Leader

Empower Teams. Elevate Support. Lead with Impact.
We're on the hunt for a dynamic Technical Support Team Leader to drive service quality, streamline support operations, and champion a customer-first mindset. In this pivotal role, you'll shape and enforce service standards, collaborate across teams, and lead continuous improvement efforts - all while ensuring complex issues are resolved and SLAs are smashed. If you're passionate about delivering top-tier support and inspiring high-performing teams, we want to hear from you!

️Hours: 35 hour per week Shift pattern: Monday to Friday, 9am - 5pm Salary: £45-50,000 dependant on experience Start Date: November 2025

Location:Hybrid -New Milton (expectation of 4 days in office and 1 day work from home)

Appello Perks

• 25 days holiday plus bank holidays
• Private Medical Insurance -Individual Cover
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme with an easily accessible app!
• Family and friends' discounts on our services & products
• Pension Scheme, up to 4% Company matched
• Smart Tech & Cycle to work schemes
• Free on-site parking

ABOUT YOU

You're an experienced and driven Technical Support professional with a strong background in leading high-performing IT support teams. With at least four years in technical support and three years in a leadership role, you bring a deep understanding of incident and problem management, service delivery, and performance metrics such as SLAs and KPIs.

You've successfully managed hybrid support teams and are familiar with IT service management frameworks like ITIL. Your technical expertise spans troubleshooting, diagnostics, and administration across Windows and Linux environments, and you're confident using ticketing systems such as ServiceNow or JIRA.

You hold a degree in IT, Computer Science, or a related field, along with ITIL Foundation certification. Additional training in customer service or team leadership further supports your ability to lead with empathy and efficiency.

Your personal attributes set you apart: you remain calm under pressure, are highly organised, and have a customer-first mindset. You're a strong communicator and collaborator, capable of inspiring and developing others while adapting to dynamic environments with resilience.

If you also bring experience in escalation procedures, root cause analysis, remote support tools, or a deeper understanding of network and infrastructure basics, that's a definite plus.

THE ROLE

We're looking for a proactive and experienced Technical Support Team Leader to oversee our support operations and drive service excellence. This role is key to ensuring incidents and problems are resolved efficiently, service levels are consistently met, and our support function continues to evolve through continuous improvement.

As a leader, you'll work closely with stakeholders across IT and product teams, champion best practices, and foster a customer-focused culture. You'll be instrumental in shaping support processes, mentoring your team, and ensuring our users receive outstanding service.

Key Responsibilities Summary

• Team Leadership: Lead and mentor the support team, manage incoming requests, enforce SLAs, and foster a culture of continuous improvement.
• Incident & Problem Management: Oversee resolution processes, elevate complex issues, maintain documentation, and implement escalation procedures.
• Service Delivery: Ensure SLAs and KPIs are met, apply best practices, analyse support trends, and uphold IT and security policies.
• Stakeholder Engagement: Communicate effectively across teams, provide regular updates, and ensure business needs are met.

READY TO APPLY

If you are interested in this role please upload your CV and answer a few questions about yourself

OTHER INFORMATION

This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You'll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on .