Job Specifications
Head of Technical Services (12-month Fixed Term Contract)
United Kingdom (Remote Working) – Have to be based in the UK, with valid RTW status
£70k-£80k + Benefits
About the job
We are working with one of the leading Broadband companies in the UK who are redefining what broadband should be – fast, reliable, and backed by industry-leading customer care. As our client continues to expand across the UK, we’re looking for a dynamic, strategic, and customer-focused Head of Technical Support to lead the technical support operations to ensure their customers get the very best experience.
The Role:
As Head of Technical Support, you will oversee the delivery of world-class technical assistance to our clients’ customers, driving operational excellence, innovation, and a culture of continuous improvement across our clients support teams. You’ll lead a growing department, refine processes, and collaborate across departments to ensure service quality matches our client’s ambitious growth goals.
Key Responsibilities:
Lead, mentor, and scale the Technical Support team (Tier 1, Tier 2, and Specialist support).
Define and implement support strategies, KPIs, and service level standards to enhance customer satisfaction and resolution times.
Oversee daily operations, ensuring customer issues are resolved efficiently and effectively.
Work closely with Engineering, Product, and Customer Experience teams to feedback on recurring issues and drive service improvements.
Lead incident management processes for network-wide outages and escalations.
Identify and deploy technologies to streamline support operations (e.g., ticketing systems, knowledge bases, chatbots).
Establish training programs to continuously upskill the technical support teams.
Analyse support data to identify trends, root causes, and areas for proactive improvement.
Act as the technical ambassador for the company in critical customer interactions when required.
Requirements:
Proven leadership experience in a technical support or service delivery role within the broadband, telecommunications, or ISP sector.
Excellent problem-solving skills, with a customer-first mentality.
Hands-on experience with CRM/ticketing platforms (e.g., Zendesk, Salesforce Service Cloud).
Exceptional communication, organizational, and interpersonal skills.
Ability to thrive in a fast-paced, scaling environment.
ITIL certification or similar service management knowledge is advantageous.