Head of Technical Support

Northampton Business Directory; Kettering; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A tech support company in Kettering is seeking a Head of Technical Support to lead and optimize their technical support function. The ideal candidate will possess extensive experience in technical support leadership and operations, as well as a strong technical background. This role will involve managing a multi-regional support team, developing strategies, and enhancing customer satisfaction through excellent support services. Join a company that values integrity and continuous improvement with hybrid working flexibility.

Benefits

Career development opportunities

Hybrid working flexibility

Dynamic work environment

Qualifications

• Experience in technical support or customer success leadership roles.
• Strong understanding of support operations and best practices.
• Technical background and familiarity with service‑based business systems.

Responsibilities

• Develop and execute technical support strategy aligned with business goals.
• Lead, mentor, and grow a multi-regional support team.
• Oversee ticket management, escalations, and SLA compliance.

Skills

Technical support leadership

Team management

Customer success

Jira reporting tools

Education

Degree in Computer Science, Engineering, Business, or related field

Job description

Are you an experienced leader with a passion for delivering exceptional technical support and good understanding of PLC?

Head of Technical Support

Join us as Head of Technical Support and take charge of scaling and optimizing our support function to ensure outstanding customer experiences.

As Head of Technical Support, you will lead a high-performing team of engineers and specialists, managing both software and electro‑mechanical support operations. You will drive strategy, oversee day‑to‑day operations, and champion continuous improvement in processes, tools, and customer satisfaction.

Why join us?

• Influence strategic growth and operational performance
• Hybrid working flexibility
• Career development and succession planning opportunities
• Work with a dynamic team across residential and field service sites
• Be part of a company that values safety, integrity, and continuous improvement

What will you be doing?

• Develop and execute technical support strategy aligned with business goals.
• Lead, mentor, and grow a multi-regional support team.
• Oversee ticket management, escalations, and SLA compliance.
• To be the authority for formally signing off technical work the ESS team deliver
• Champion a customer‑first culture and enhance self‑service resources.

What do we need from you?

• Experience in technical support or customer success leadership roles.

• Strong understanding of support operations and best practices.
• Experience with Jira reporting tools.
• Technical background and familiarity with service‑based business systems.
• Degree in Computer Science, Engineering, Business, or related field (Master’s preferred).

Apply today and help us deliver technical excellence and customer satisfaction!