Website Zitko Group
Zitko is all about making fire and security recruitment easier, for everyone. We find hard-to-find people for hard-to-fill roles across 6 key specialist areas: Security Engineering, Fire, Integration, Talent, Contract, Sales. We’re straightforward to work with because we keep things simple. We work with clients throughout the whole security technology supply chain, delivering meaningful placements for companies and candidates we believe in.
Technical Team Leader – IT Support
Birmingham
Are you an experienced Technical Support or Customer Service Manager looking to step into a leadership role within a growing technology business?
We’re looking for a Technical Team Leader to oversee a small but expanding technical support and development team, ensuring customers receive first-class service while maintaining high technical standards across the business.
This is an excellent opportunity for someone with a background in technical support leadership within the IT or technology sector who enjoys improving processes, mentoring engineers, and working closely with global technical teams.
The Role
As Technical Team Leader, you’ll take responsibility for the performance and development of the UK Technical Department, managing a team currently consisting of Technical Support and Development Engineers.
You’ll play a key role in ensuring the team delivers excellent customer support, while also working closely with international colleagues and internal teams to maintain service quality and drive continuous improvement.
Key Responsibilities
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Lead and manage the Technical Support & Development team
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Oversee the Freshdesk ticketing system and ensure service KPIs are achieved
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Manage RingCentral call handling and support workflows
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Provide first-class technical support to customers
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Communicate regularly with the global technical team (HQ)
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Produce monthly performance reports for the technical department
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Conduct team meetings and individual performance reviews
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Handle technical escalations and complex customer issues
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Work with internal teams to ensure adequate support coverage
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Support international teams where required
What We’re Looking For
We’re particularly interested in candidates who have experience managing technical support or service teams in the IT / software / technology sector.
Key skills and experience include:
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Experience leading Technical Support or Customer Service teams
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Strong communication and stakeholder management skills
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Experience working with ticketing systems (e.g., Freshdesk or similar)
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Ability to manage support KPIs and service performance
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Experience handling technical escalations
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A background in software or development (Python, C++, or C) would be highly beneficial
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A passion for delivering excellent customer experience
Why Join?
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Lead and shape a growing technical team
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Work closely with international technical specialists
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Opportunity to combine leadership, support, and technical knowledge
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Join a business built around Teamwork, Respect and Collaboration
To apply for this job please visit www.zitkogroup.com.
