Technical Support Supervisor

Our client is looking for a hands-on Technical Helpdesk Supervisor to lead a small support team while remaining actively involved in solving technical customer issues.

This is a great opportunity for an experienced Technical Support professional who enjoys a mix of people leadership and technical troubleshooting. Managing a team of two Support Technicians, you will help maintain excellent support standards, improve helpdesk processes and act as the escalation point for more complex technical challenges.

This is not a role for someone looking to step away from technical support — our client is looking for someone who enjoys leading from the front, supporting their team and getting involved when issues require deeper investigation.

The Role

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• Key responsibilities will include:
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• Team Leadership & Support
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• Lead, mentor and support a team of two Support Technicians.
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• Help create a positive team environment focused on learning, collaboration and continuous improvement.
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• Support the team with prioritising workloads, managing escalations and maintaining high service standards.
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• Share knowledge and help develop technical skills across the team.
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Technical Helpdesk Support

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• Act as the escalation point for more complex technical issues involving satellite hardware, cellular IoT devices, networking and connectivity.
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• Get involved in troubleshooting firmware issues, hardware faults, software problems and network-related incidents.
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• Diagnose issues across hardware and software platforms, working towards effective and long-term solutions.
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• Support the development of internal documentation and customer-facing help centre articles.
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Customer Experience & Improvement

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• Ensure customers receive fast, accurate and empathetic support.
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• Work closely with Product, Engineering and Sales teams to share customer feedback and help drive improvements.
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• Identify opportunities to improve ticketing systems, workflows and overall support processes.
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The Ideal Candidate

The successful candidate will ideally have:

Previous experience within a technical helpdesk, service desk or technical support environment, with some experience supervising or mentoring others.

A strong technical background with experience supporting hardware and software solutions.

Exposure to areas such as networking, telecommunications, satellite communications, IoT devices or connected technologies would be highly beneficial.

The ability to troubleshoot complex technical issues and confidently work across hardware/software interfaces.

Experience handling customer escalations and delivering excellent customer experiences.

Strong communication skills, with the ability to explain technical information clearly to both technical and non-technical audiences.

About You

You will be someone who enjoys solving problems, supporting customers and helping others develop. You won’t just delegate tasks — you will lead by example and be comfortable stepping in to help your team when required.

You’ll have a naturally curious approach, enjoy investigating technical challenges and take pride in finding the root cause of issues. Just as importantly, you’ll be able to communicate complex technical problems in a clear and reassuring way for customers.

Additional Information

Our client offers a friendly, down-to-earth and professional working environment where people enjoy coming to work and take pride in delivering great customer support.

Applications will be reviewed quickly, and shortlisted candidates will be contacted within three working days. If you have not heard from us within this time, unfortunately your application has not been successful on this occasion.