1st line of Technical Support Team Leader needed for a fast-growing business in Tunbridge Wells. An accountable, driven self-starter who has an aptitude for problem solving and passion for customer service. The ideal candidate will have a strong technical background and possess excellent abilities to effectively lead and support the Technical Support Team. Key Responsibilities Lead and manage the 1st Line Technical Support team, providing guidance, training, and support as needed. Team absence management. Serve as the primary point of technical escalation for complex customer issues, ensuring timely resolution and customer satisfaction. Monitor call and ticket volumes, prioritise tasks, and allocate resources effectively to meet customer needs. Monitor and manage Key Account tickets to ensure SLAs are being met. Generate reports on technical issues and trends, providing insights to senior management for continuous improvement. Generate weekly Ticket review report for Operations manager. Generate various reports for customers (specific to their needs) regarding tickets. Work closely with the operations team to identify ways of reducing service costs and promoting efficiencies within the support / service team. Collaborate with the Product Group to provide feedback on technical issues identified in the field and participate in product training sessions. Work closely with account management to ensure seamless communication and support for key customers. Other responsibilitie