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Support Team Leader
£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.

What we're looking for:

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