Lead Support & Service Technician

Lead Support & Service Technician

Location:  Northampton

Permanent, Full-time

Salary Dependent on Experience

Our client is a specialist in Mobile Computing, Data Capture and Warehouse Management. Combining their customisable software with the highest quality hardware and using barcodes as a language, they are providing cost effective and work efficient packages for effective Warehouse Management.

Established in 1982, they have continuously pushed the boundaries to develop a solution and expand their product range - whilst maintaining a leading edge in technology for data collection and management.

Brief Role Outline

The Senior Service Delivery & Customer Support Lead is a senior, hands-on role responsible for overseeing day-to-day service delivery, maintaining service standards, and acting as an escalation point for complex customer and technical issues.

This role provides operational leadership and technical oversight within the support function, working closely with management and project teams, while remaining actively involved in service delivery and continuous improvement.

Key Responsibilities Service Delivery & Operational Oversight

Oversight of daily service desk and support activitiesManaging and maintaining the internal call management and logging systemTriage, prioritisation, and escalation of support requestsEnsuring support services are delivered in line with agreed SLAs and proceduresIdentifying and resolving recurring issues and service bottlenecksMaintaining standards across the Northampton office environment

Senior Support & Escalation

Acting as the senior escalation point for complex support and customer issuesProviding timely, high-quality solutions to technical and service-related problemsDetecting, tracking, and documenting software defects and inconsistenciesProducing and maintaining support documentation and knowledge-base materialsApplying quality engineering principles across the Agile product lifecycle

Leadership (Non-Managerial)

Providing day-to-day guidance and support to junior team membersSupporting apprentices through structured mentoring and on-the-job trainingPromoting consistent working practices, professionalism, and service standardsFlagging risks, capacity issues, and service concerns to senior management

(This role does not carry formal line-management responsibility.)

Projects & Continuous Improvement

Contributing to project delivery by reviewing specifications and requirementsSupporting system, integration, and regression testing where requiredAssisting with the development of automation scripts and service improvementsIdentifying opportunities to improve service methods, workflows, and efficiencyWorking closely with project teams and other departments

Stakeholder & Communication

Attending weekly project meetings and relevant operational meetingsPreparing input for service performance reporting and customer updatesSupporting customer communications where technical input is requiredBuilding effective working relationships across teams and departments

Skills & Experience

Significant experience in a senior support or service delivery roleStrong technical problem-solving and diagnostic skillsExperience working with service desks, ticketing systems, and SLAsAbility to provide leadership without formal people managementStrong communication and documentation skillsComfortable balancing hands-on work with senior-level oversight

 

 

 

INDHS 

Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy. You may be contacted directly by the employer should they wish to progress your application. Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful.