Head of Technical Support                                                                         

Our client provides EPOS technology solutions to hospitality businesses across multiple regions. The Head of Technical Support is responsible for leading, transforming and scaling the Technical Support function to deliver a more customer-focused, data-led and commercially effective support operation.

This is a hands-on senior leadership role with responsibility for 1st, 2nd and 3rd line Technical Support, including integration-related support activity. The successful candidate will be expected to lead significant change across tooling, process maturity, knowledge management, customer communication and cross-functional ways of working.

The role requires a proven technical support leader who can move the function from reactive issue handling to a more proactive, structured and scalable support model incorporating the latest innovations in AI to support customer interactions. This includes improving SLA performance, reducing avoidable demand, strengthening root cause analysis, developing team capability, improving customer updates and using support insight to influence product, development and operational priorities.

As a senior leader, the Head of Technical Support will represent the support function with the C-Suite and wider leadership team, providing clear reporting, identifying service risks, leading improvement plans and ensuring the department supports Tevalis growth, customer retention and operational performance.

Roles and Responsibilities

• Define and deliver the Technical Support strategy and transformation roadmap, ensuring alignment with business objectives, customer commitments and growth plans.
• Build and lead a scalable Technical Support operating model across UK and APAC teams, with clear structures, responsibilities, service standards, escalation paths and workforce planning.
• Own Technical Support performance, including SLA achievement, ticket quality, response and resolution times, backlog management, customer communications and escalation handling.
• Act as the senior escalation point for critical customer issues and major incidents, ensuring effective triage, communication, resolution management and coordination across support teams.
• Drive continuous service improvement through robust root cause analysis, trend identification and the proactive resolution of recurring incidents, defects and customer-impacting issues.
• Lead the adoption, governance and optimisation of support technologies, including ITSM platforms, reporting tools, knowledge management systems and workflows.
• Identify opportunities for self-service, automation and AI-led support improvements that reduce demand and improve response times.
• Establish and maintain high standards of case management, documentation and knowledge sharing, ensuring consistent recording, categorisation, prioritisation and resolution practices.
• Collaborate closely with Product, Development, Projects and other business functions to ensure support readiness for product releases, implementations, integrations and operational change initiatives.
• Represent Technical Support within the Senior Leadership Team, providing data-driven reporting on performance, customer themes, service risks, operational health and improvement initiatives.
• Build high-performance through quality coaching and performance management to embed a culture focused on accountability, customer experience, technical excellence, continuous improvement and employee development.
• Recruit, develop and retain high-performing teams through effective leadership, coaching, performance management, career pathways and skills development programmes.

Required Skills, Experience & Personal Qualities

• Significant experience leading technical support teams in a B2B SaaS, software, EPOS, hospitality technology, managed service or similarly complex technical environment.
• A strong change leader who can bring people with them with proven experience improving or transforming support operations, not only managing day-to-day performance.
• Strong track record of improving SLAs, customer communication, queue performance, escalation handling and support quality.
• Experience introducing AI, automation, self-service or proactive support models.
• Experience implementing or optimising ITSM/ticketing platforms, workflows, automation, dashboards or knowledge management systems.
• Confident using data to identify trends, diagnose performance issues, drive improvement and aid decision making.
• Strong understanding of incident management, problem management, root cause analysis and post-incident review.
• ITIL Foundation, ITIL Practitioner or equivalent service management experience is preferred though not essential.
• Proven ability to work effectively with Product, Development, Projects, Customer Success and senior stakeholders. Additionally, should have strong customer facing experience, for example escalation management.
• Committed to development and people leadership, including coaching managers, handling performance issues and building team capability.
• Customer focussed and commercially aware, with an understanding of how support performance affects customer retention, reputation and revenue.
• Experience supporting international customers or distributed support teams would be beneficial.
• Experience building support governance, skills matrices, QA frameworks or service reporting packs.
• Strategic but practical; able to set direction and also get into the operational detail.
• Calm, credible and structured during escalations or incidents.
• Strong communicator with the presence to work with senior leaders and important customers.
• High ownership mindset with a bias for action.
• Able to prioritise effectively and make clear trade-offs.

Applicants must be located and eligible to work in the UK without sponsorship.

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