Job Description

Posted 2 hours ago

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