Lead Support & Service Technician

Lead Support & Service Technician

Location: Northampton

Permanent, Full-time

Salary Dependent on Experience

Our client is a specialist in Mobile Computing, Data Capture and Warehouse Management. Combining their customisable software with the highest quality hardware and using barcodes as a language, they are providing cost effective and work efficient packages for effective Warehouse Management.

Established in 1982, they have continuously pushed the boundaries to develop a solution and expand their product range - whilst maintaining a leading edge in technology for data collection and management.

Brief Role Outline

The Senior Service Delivery & Customer Support Lead is a senior, hands-on role responsible for overseeing day-to-day service delivery, maintaining service standards, and acting as an escalation point for complex customer and technical issues.

This role provides operational leadership and technical oversight within the support function, working closely with management and project teams, while remaining actively involved in service delivery and continuous improvement.

Key Responsibilities Service Delivery & Operational Oversight

• Oversight of daily service desk and support activities
• Managing and maintaining the internal call management and logging system
• Triage, prioritisation, and escalation of support requests
• Ensuring support services are delivered in line with agreed SLAs and procedures
• Identifying and resolving recurring issues and service bottlenecks
• Maintaining standards across the Northampton office environment

Senior Support & Escalation

• Acting as the senior escalation point for complex support and customer issues
• Providing timely, high-quality solutions to technical and service-related problems
• Detecting, tracking, and documenting software defects and inconsistencies
• Producing and maintaining support documentation and knowledge-base materials
• Applying quality engineering principles across the Agile product lifecycle

Leadership (Non-Managerial)

• Providing day-to-day guidance and support to junior team members
• Supporting apprentices through structured mentoring and on-the-job training
• Promoting consistent working practices, professionalism, and service standards
• Flagging risks, capacity issues, and service concerns to senior management

(This role does not carry formal line-management responsibility.)

Projects & Continuous Improvement

• Contributing to project delivery by reviewing specifications and requirements
• Supporting system, integration, and regression testing where required
• Assisting with the development of automation scripts and service improvements
• Identifying opportunities to improve service methods, workflows, and efficiency
• Working closely with project teams and other departments

Stakeholder & Communication

• Attending weekly project meetings and relevant operational meetings
• Preparing input for service performance reporting and customer updates
• Supporting customer communications where technical input is required
• Building effective working relationships across teams and departments

Skills & Experience

• Significant experience in a senior support or service delivery role
• Strong technical problem-solving and diagnostic skills
• Experience working with service desks, ticketing systems, and SLAs
• Ability to provide leadership without formal people management
• Strong communication and documentation skills
• Comfortable balancing hands-on work with senior-level oversight

Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy. You may be contacted directly by the employer should they wish to progress your application. Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful.