Technical Support Shift Leader

Technical Support Shift Leader

Must be eligible to work in the UK.

Hybrid - 1 day per week in Harrogate

Paying up to £35,000 + 20% shift allowance (£42,000 total)

A leading UK Internet Service Provider is looking for an experienced Technical Support Shift Leader to join their high‑performing Connectivity Support team on a permanent basis.

This is an opportunity to step into a pivotal role at the heart of their operations, supporting a national customer base and guiding a team of skilled technical analysts.

Key responsibilities:

• Acting as the primary escalation point for complex technical issues across broadband, fibre, and network connectivity.


• Providing calm, structured leadership during high‑pressure client incidents, ensuring swift resolution and clear communication.


• Coaching and supporting a team of technical support engineers, helping them grow capability and confidence.


• Overseeing shift performance, workflow, and service quality to maintain exceptional customer experience.


• Working closely with NOC, engineering, and service management teams to drive continuous improvement and reduce repeat issues.

Required experience:

• Strong background in ISP, telecoms, or network support, ideally with hands‑on experience in connectivity troubleshooting.


• Proven ability to lead, mentor, or coordinate a technical team in a fast‑paced environment.


• Excellent communication skills with the confidence to handle escalations from both internal teams and external clients.


• A proactive mindset with the ability to prioritise, make decisions, and maintain service stability during incidents.


• Knowledge of networking fundamentals (TCP/IP, routing, DNS, broadband technologies) is highly beneficial.

Must be eligible to work in the UK.

Hybrid - 1 day per week in Harrogate

Paying up to £35,000 + 20% shift allowance (£42,000 total)

HOURS OF WORK

Due to the nature of this role, you will be required to work a rolling continental shift pattern based on the following hours:

X 2 day shifts from 7.00am to 7.00pm
X 2 night shifts from 7.00pm to 7.00am

The above shift pattern would be followed by a 4 day rest period.

Due to the nature of a support role, there may be occasions where cover would be required for holidays / sickness.