Technical Support Team Leader

Job Purpose Summary

The Technical Support Team Leader will oversee the day-to-day operations of the DrayTek Technical Support team, ensuring timely and professional resolution of customer issues, while driving service quality, team performance, and continuous improvement. Acting as a first point of escalation for service matters, the Team Leader will balance hands-on technical support with leadership, coaching, and coordination responsibilities.

Role Responsibilities

Team Leadership & Performance
Lead, coach, and motivate a team of Technical Support Engineers to meet KPIs, SLAs, and customer satisfaction targets.
Conduct regular 1:1s, feedback sessions, and performance reviews, identifying training and development needs.
Manage team scheduling, workload distribution, and prioritisation of cases.

Operational Management
Oversee day-to-day operations of the DrayTek Technical Support desk.
Monitor ticket queues and ensure timely response and resolution in line with SLAs.
Provide escalation support for complex technical queries, working closely with senior engineering teams when required.
Ensure quality of ticket handling and communication meets company standards through QA reviews.
Produce and maintain operating standards and procedures for the team.
Manage the ticketing platform to ensure correct usage and configuration.

Customer Experience
Maintain a high level of customer service and professionalism in all interactions.
Act as an escalation point for dissatisfied customers, working to resolve issues effectively and maintain relationships.
Champion a "customer-first" mindset within the team.

Process & Continuous Improvement
Drive consistency and efficiency across processes, documentation, and knowledge base articles.
Contribute to the development and implementation of new support initiatives, systems, and best practices.
Analyse support metrics and produce reports on performance, identifying opportunities for improvement.
Collaboration
Work closely with internal IT, Sales, and Product teams to align support with wider business goals.
Liaise with UK and global engineering teams to escalate and track product issues and firmware fixes.

Additional Responsibilities

Skills & Personal Attributes

Proven experience in a technical support environment, ideally within networking, telecoms, or IT infrastructure.
Strong knowledge of networking technologies (routers, switches, firewalls, Wi-Fi, VPNs, VLANs, DSL, VoIP).
Experience leading, mentoring, or coaching team members.
Excellent problem-solving and troubleshooting skills with a structured approach.
Strong organisational and prioritisation skills in a fast-paced environment.
Customer-focused, with excellent written and verbal communication skills.

Desirable:
Experience with DrayTek products or similar SME networking solutions.
Familiarity with ticketing/CRM systems (e.g., Zendesk, Freshdesk, Jira).
IT certifications (CompTIA Network+, CCNA, or equivalent).
Experience managing SLAs, KPIs, and customer satisfaction metrics.
Ability to produce technical documentation and knowledge base content. 

Person Profile

Professional, approachable, and calm under pressure.
Natural leader with the ability to inspire confidence and build trust.
Hands-on and willing to step into technical cases when required.
Strong attention to detail, accuracy, and quality.
Proactive, adaptable, and open to continuous learning

Key Traits

• At least 2 years experience in technical service or similar as a team leader / manager role.
• Knowledge on DrayTek products desirable.
• Experience of the technical fundamentals of Ethernet Routing principles
• Solid knowledge of PC’s, and MAC’s

Technical Skills a must:

• TCPIP
• IPv6
• VPN
• Routing
• VoIP
• Ethernet switching
• Wireless Networking
• Web Content Filtering