Technical Support Lead.

Location    Glasgow
Contract    Full-time, Permanent

About The Job

We are looking for a Technical Support Lead to take ownership of our technical support function. This is a hands-on role, you will manage a team of five technical support analysts[DW2.1][DW2.2][AT2.3], be a escalation point for complex connectivity issues, and drive the standards and processes that keep Pelion's customers connected with confidence.
The team supports Pelion's global customer base and runs a help desk from 08:00 to 23:00, Monday to Friday, handling approximately 400 tickets per month across the full range of Pelion's customers. This role is the operational hub that sits between our Support analysts, Service Delivery and Engineering teams.

Across the team we expect a consistent way of working — a focus on delivering real value to the customer, end-to-end ownership of issues, a proactive rather than reactive mindset, and a commitment to continuous, iterative improvement.

Key Responsibilities

Team Leadership & Day-to-Day Management

• Lead, motivate, and develop a team of 5 technical support analysts, providing regular 1:1s, coaching, and performance feedback.
• Act as the primary escalation point for the support team on complex or time-sensitive customer issues.
• Manage team scheduling, workload distribution, and coverage across the 08:00–23:00, Monday-to-Friday help desk window to meet defined response and resolution targets.
• Support recruitment, onboarding, and skills development within the team.

Technical Escalation

• Serve as a technical escalation point for connectivity, SIM, network, and platform issues that exceed first-line analyst capability.
• Collaborate closely with Service Delivery Managers and engineering colleagues to ensure escalated issues are progressed and resolved within agreed timescales.
• Contribute to Root Cause Analysis (RCA) documentation for major incidents, ensuring the support team’s perspective and timeline are accurately captured.

Service Management

• Own the incident management process for support-handled issues end-to-end — logging, prioritisation, resolution, and customer communication — and coordinate major incidents with Service Delivery and engineering.
• Drive problem management by spotting recurring incidents and underlying root causes and working with engineering to remove them permanently rather than repeatedly firefighting.
• Manage the service request and fulfilment workflow so routine customer requests are handled consistently and within target.
• Support change management by assessing the support and customer impact of proposed changes and feeding that view into the CAB.
• Maintain knowledge management practices so incident learnings, workarounds, and known errors are captured and reused across the team.

SLA & KPI Performance

• Own the team’s adherence to defined service level agreements across response time, resolution time, and customer satisfaction.
• Monitor real-time and trend performance using available tooling (HubSpot, Jira, Grafana), identify risks early, and take corrective action.
• Produce weekly reporting data for internal stakeholders, covering ticket volumes, SLA performance, escalation trends, and quality metrics.

Process & Quality Improvement

• Identify and drive process improvements across the support function, from ticket handling workflows to escalation paths and knowledge management.
• Maintain and improve the team’s internal knowledge base and standard operating procedures.
• Champion quality across customer communications, ensuring responses are accurate, timely, and consistent with Pelion’s standards.

Governance & Stakeholder Engagement

• Participate as a stakeholder in the weekly Change Advisory Board (CAB), representing the support team’s view on proposed changes and their potential customer impact.
• Work with Service Delivery Managers to support key account relationships where support performance is a component of service review discussions.
• Contribute to the continuous improvement of ITSM policies and processes, including incident, problem, and change management frameworks.

Skills & Experience

Essential

• Proven experience leading or supervising a technical support or service desk team, ideally in a B2B technology environment.
• Solid technical background — you should be comfortable reading between the lines of a connectivity issue, understanding what the data is telling you, and guiding analysts to the right resolution path.
• Strong understanding of ITSM principles and SLA-driven support operations (ITIL Foundation or equivalent experience).
• Hands-on experience running incident and problem management in a live service environment, including coordinating major incidents and driving issues through to root-cause resolution.
• Experience with CRM/ticketing tools (Hubspot, Jira etc.) and a data-literate approach to performance reporting.
• Excellent written and verbal communication skills, able to translate technical complexity into clear, professional customer communications.
• Demonstrated ability to manage competing priorities, remain composed under pressure, and make sound decisions when incidents escalate.

Desirable

• Hands-on experience with networking and cellular network fundamentals: TCP/IP, DNS, routing, VPN technologies, APN configuration, SIM/IMSI/MSISDN concepts.
• Background in IoT connectivity, cellular networks (2G/3G/4G/5G/LTE-M/NB-IoT), or SIM management platforms.
• Familiarity with MVNO, roaming, or mobile network operator environments.
• Experience contributing to or chairing change advisory processes.
• Exposure to ISO 9001 / QMS-aligned operational processes.

Why Pelion?

Pelion: IoT Connectivity Made Effortless.

Pelion provides the World's best connectivity for the World's biggest names, and the most innovative and inspiring IoT devices. We can only do this by working with the most innovative and inspiring people.

Join Pelion and become part of a deeply connected and collaborative community, where mutual support and collective growth drive us all forward. Embrace change with us as we lead the evolution of IoT, fostering clarity, trust, and accountability in our mission to create a well-connected world for everyone.

So, if you're ready to thrive in an incredible team and lead in one of the fastest growing technology sectors, then we want you on our team!

Pelion is an IoT connectivity MVNO that provides simple, secure connectivity for IoT devices. With a track record spanning back over 20 years, Pelion has been at the forefront of shaping IoT connectivity as an innovator delivering marketing leading solutions focused on our customer's success.

Benefits:

• Competitive salary dependant on experience
• Flexible, hybrid (3 days in our Glasgow Office)
• 25 days holiday, plus 5 days Take 5 and 8 bank holidays a year
• 7% employer pension contribution
• Access to comprehensive health and dental plans
• Health assessment
• Worldwide travel insurance

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant.