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Service Delivery
Lead Technical Support Specialist
Hybrid or On Site Full-time 7-10 years Bachelor's Degree
Apply for this Position Position Overview
You will lead the technical support team that keeps ByteGurus platforms running for enterprise customers — its people, its queue, and the service commitments it is held to. Most of your time goes on capacity, quality, and escalation paths, and you are still the last technical word when a case needs one.
Key Responsibilities
- Lead a team of support specialists — assignment, capacity, development, and day-to-day priorities.
- Own the team's delivery against agreed service levels and report on it to internal and customer stakeholders.
- Set the escalation path between support, engineering, and delivery, and hold it when it is under pressure.
- Take incident command on major outages: coordination, customer communication, and the review afterwards.
- Define the team's diagnostic standards, runbook coverage, and quality bar for escalations.
- Analyse ticket trends and turn them into product, documentation, or process changes.
- Recruit, onboard, and develop specialists; run reviews and build progression plans.
- Work with delivery and account teams on bringing new customers into support.
Skills & Qualifications
- 7-10 years in technical support, with at least two of them leading a team.
- A technical foundation strong enough to read the logs yourself and challenge a diagnosis.
- Experience owning service-level commitments for enterprise software.
- Proven incident management: command, communication, and follow-through.
- Skilled at capacity planning and workload distribution across a queue.
- Experience hiring, developing, and holding a technical team to a standard.
- Confident with senior customer stakeholders when the news is bad.
Nice to Have
- Experience growing a support function from a small team upwards.
- A regulated-industry background: banking, payments, or public sector.
- ITIL or a similar service management certification.
- Experience introducing automation into a support workflow.
What You'll Gain
- Competitive salary.
- Hybrid working — a mix of office and remote days, with time on customer sites where the work needs it.
- Annual learning budget for books, courses, and conferences.
- Top-tier hardware and software tooling.
- Private health insurance and flexible time off.
Apply for this Position
Send your CV and a short cover letter. We'll reply by email.
Apply for this Position