We are representing a technology-focused company seeking an experienced Systems Technical Support Supervisor to lead a Tier 1 technical support function. This role combines hands-on customer support with team leadership, process ownership, and operational oversight. The successful candidate will play a key role in ensuring high-quality service delivery, customer satisfaction, and continuous improvement within the support organisation.
Key Responsibilities
Support & Operations
- Act as the primary escalation point for Tier 1 technical support issues
- Provide direct technical support to customers via phone, email, and remote tools
- Oversee issue diagnosis, troubleshooting, and resolution across hardware, software, and network environments
- Ensure adherence to service-level agreements (SLAs) and support KPIs
- Maintain detailed and accurate documentation of support activities, known issues, and resolutions
- Coordinate with engineering, development, and operations teams to resolve complex or recurring issues
Team Leadership & Supervision
- Supervise, coach, and mentor Tier 1 support staff
- Assist with onboarding, training, and ongoing development of team members
- Schedule and manage workloads to ensure sufficient coverage and efficient response times
- Monitor performance metrics and provide regular feedback and performance evaluations
- Foster a collaborative, customer-focused support culture
Process Improvement & Reporting
- Identify trends, recurring issues, and opportunities for process improvement
- Contribute to the development and refinement of support procedures and workflows
- Prepare regular reports on performance, customer satisfaction, and operational outcomes
- Support initiatives to enhance customer experience and operational efficiency
Customer Engagement
- Communicate professionally and effectively with customers in high-pressure situations
- Manage customer expectations while maintaining a calm, solutions-oriented approach
- Build strong working relationships with internal stakeholders and external clients
Education & Qualifications
- Degree or formal qualification in Information Systems, Computer Science, Engineering, or a related discipline (preferred but not mandatory)
- Relevant technical certifications are advantageous
- Equivalent professional experience will be considered
Required Skills & Experience
Technical & Business Skills
- Proven experience in a technical support or IT service environment
- Strong understanding of operating systems, networking fundamentals, and IT infrastructure
- Experience working with ticketing systems, remote support tools, and documentation platforms
- Ability to manage multiple priorities and incidents simultaneously
- Strong analytical and problem-solving capabilities
Behavioural Competencies
- Confident leader with the ability to motivate and support a team
- Customer-centric mindset with excellent communication skills
- Ability to remain calm and effective in time-sensitive or high-pressure situations
- Organised, detail-oriented, and proactive in identifying issues and solutions
- Willingness to travel occasionally if required
Preferred Background
- Candidates with experience in technology-driven industries, regulated environments, or mission-critical systems are encouraged to apply
- Backgrounds in IT services, infrastructure support, security technology, or enterprise environments are particularly relevant
Performance Measures
Success in this role will be measured by:
- Customer satisfaction scores and service quality metrics
- Team performance and engagement
- Adherence to SLAs and support response times
- Accuracy and consistency of documentation and reporting
Career Development
This role provides opportunities to:
- Expand leadership and management responsibilities
- Progress into senior technical, operations, or customer success roles
- Gain deeper exposure to enterprise-scale systems and support operations
Challenges
- Managing multiple priorities in a fast-paced support environment
- Balancing customer expectations with technical and operational constraints
- Supporting business-critical systems where accuracy and responsiveness are essential
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Consultant
George Asher
George has a strong focus on the water market, leveraging his expertise to place top talent in roles related to water metering, distribution, and management. Over the last three years, George has worked extensively in the international executive search market, covering multiple disciplines and job functions such as engineering, business development, and project management. From C-Suite to technical roles, George is happy to assist with whatever role is causing the largest headache for his clients. Outside of work, George enjoys travelling and visiting food spots.
Senior Consultant - Water & Environment
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