Support Team Leader
- Port Talbot, Neath Port Talbot
- £37,000 per year
- Permanent
- Full-time
£35,000 - £37,000 | Monday to Friday, 9:00am - 5:30pm | South Wales (Hybrid options available)Are you an experienced people manager who thrives in a fast-paced support environment?Hatched Talent Solutions is working closely with a respected IT services provider to find a Support Team Leader who can lead, motivate, and develop a dedicated customer service team.This is a people-first leadership role, perfect for someone who's confident managing day-to-day operations, building a positive team culture, and improving service delivery. You won't need to be hands-on technically, but you will need to be organised, communicative, and passionate about team success.What you'll be doing:
- Leading and managing a team of support staff, ensuring all customer SLAs are met.
- Conducting regular performance reviews and providing coaching and development support.
- Improving and streamlining internal support processes.
- Coordinating and scheduling site visits and resource allocation.
- Working closely with the senior leadership team to drive service standards forward.
- 2+ years in a team leadership or people management role, ideally within a helpdesk or customer support environment.
- Excellent communication, organisational and time management skills.
- A supportive, hands-on leadership style that encourages team collaboration and accountability.
- IT literacy is essential; knowledge of IT or telecoms is helpful but not required.
- A proactive, solutions-focused mindset and the ability to stay calm under pressure.
- Why this role?
- Play a key part in shaping and developing a high-performing support team.
- Join a friendly, forward-thinking company with a strong culture of support and collaboration.
- Benefit from a stable, full-time position with hybrid working options and genuine growth opportunities
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