Technical Support Team Leader

Technical Support Team Leader - Boston - Attractive package

ALH Recruitment are looking to recruit a Technical Support Team Leader for our client who continue to dominate their market, based in the Boston area of Lincolnshire.

Technical Support Team Leader

The Team Leader is responsible for overseeing daily operational workloads across calls, emails, live chats, and case management to ensure service levels are met. The role involves managing team performance, monitoring response times, ensuring cases are accurately documented and progressed correctly, and addressing performance or workflow issues. The Team Leader provides support to team members as needed.

Oversee the Workload - Incoming Calls/ Emails/ Live Chats and Case load.

General Management of the team - Response times too long, cases being raised for everything,

Notes added to cases and being moved through the flow correctly.

Answer Library (wiki)

Handle specific cases - Passed by Management / Escalated by customer / Flagged by team for assistance (in email)

Fields and allocates work sent via other departments / Directors (in BA Absence)

Review of all cases that are open beyond 4 weeks.

Responsibilities:

• Proven experience in a team leadership or supervisory role, preferably within a customer service, operations, or case management environment.
• Strong ability to manage and prioritise workloads across multiple channels, including calls, emails, live chats, and case queues.
• Demonstrated people management skills, including performance monitoring, coaching, and addressing underperformance or workflow issues.
• Excellent understanding of case management processes, including accurate note-taking, escalation handling, and ensuring cases progress correctly through defined workflows.
• Ability to handle complex, sensitive, or escalated cases professionally and efficiently.
• Strong communication skills, with the ability to liaise effectively with team members, management, and other departments.
• Strong organisational and decision-making skills, with the ability to allocate work and manage competing priorities, including work assigned by senior leadership.
• High attention to detail, particularly when reviewing long-open cases and identifying delays or process gaps.

If you feel you have the skills and experience to step into this exciting Technical Support Team Leader role, please apply below: