Technical Support Team leader (Hybrid Southampton) Join a High-Impact Team Delivering Exceptional Technical Support Our client is looking for a proactive and results-oriented Team Leader to guide their Technical Support team in delivering world-class service. In this role, you ll lead a small team of Customer Support Analysts, ensuring smooth operations. This is a hybrid role based in their Southampton office (3 days in-office, 2 days remote). As part of their commitment to 24/7 support, you ll also take part in rotational weekend divert cover, helping maintain service continuity outside standard hours. This responsibility is scheduled in advance and shared within the leadership team, ensuring a balance between professional and personal commitments. Key Responsibilities Lead and support the technical Support / Customer Support team, fostering a high-performance environment and enabling team members to meet defined standards. Provide training, onboarding, and ongoing coaching for new hires and existing staff. Handle call escalations, ensuring swift resolution and customer satisfaction. Monitor SLA and KPI adherence, produce regular performance reports, and drive accountability and results. Improve documentation, processes, and workflows across Microsoft tools and internal systems. Stay up to date with company policies, regulatory requirements, and industry best practices. Coordinate and prioritize tasks effectively, managing resources to meet team and organizational goals. Ch