Technical Support Team Lead - hybrid

Foundations Executive Search; Birmingham; On-site; GBP 40,000 - 80,000; Full time

Job description

Technical Support Team Lead

We’re looking for a proactive Technical Operations and Support Lead to join a global, professional services firm as they continue on their ongoing phase of growth to help drive service excellence across their IT team.

You’ll manage third-line incident resolution, problem management, and get the most out of ServiceNow and their CMDB. You’ll also lead a talented onsite support team and play a key role in making sure new joiners, leavers, and movers have smooth tech transitions.

This is a great fit for someone who loves optimizing systems, improving processes, and making technology work better for people — all while mentoring and growing a team.

What you’ll do:

1. Lead resolution of complex technical issues (3rd line support)
2. Oversee problem management and drive improvements
3. Optimize ServiceNow and manage the CMDB
4. Lead and support the onsite tech team
5. Own onboarding, offboarding, and device management (Intune, Autopilot, SCCM)
6. Be the go-to escalation point for urgent issues
7. Collaborate with other teams and keep processes documented and sharp
8. Track performance metrics and make data-driven improvements

What you’ll bring:

1. ITIL v4 certification/knowledge
2. Strong ServiceNow know-how
3. Proven leadership experience in IT support teams/function
4. Excellent communication and problem-solving skills
5. Project management experience
6. MCP certification? Great — but not required!

For full details and immediate consideration, please get in touch.