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Regional Services
Head of Technical Support
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
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
Education
Are you an experienced leader with a passion for delivering exceptional technical support and good understanding of PLC?
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.
- 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
- 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.
- 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!
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.