Team Lead, Technical Support

5 - 10 Years

Job Description

The team leader will be responsible for ensuring the team provides high quality Technical Support for Sophos products, to Sophos customers, partners and in particular to our Premium and Platinum customers.

As the team leader you are responsible for ensuring your team delivers an experience so profound that customers love using our products and services and actively recommend them to others.

Duties & Responsibilities

  • Oversee a team of Network Technical Support Personnel, ensuring support is consistently delivered to defined KPIs & SLAs
  • Use of monitoring tools to react to inbound service level changes
  • Ensure your team is logging all activity into the CRM (Sophtrac and Kayako)
  • Organize and manage regular meetings for the team 
  • Be available as a point of contact for all Technical Support management issues in the absence of the Technical Support Management team
  • Provide mentoring and advice regarding generic network environments to facilitate faster resolution times and further support and knowledge to the network team
  • Partner closely with peers locally and across the globe, building co-operation and co-ordination of teams and functions
  • Contribute to selection interviewing to ensure the team is staffed appropriately
  • Responsible for new starter integration
  • Give input into annual salary review & Performance Bonus
  • Clearly communicate goals and assignments to staff as part of one to one and group meetings
  • Being a customer ambassador who is passionate about creating a positive customer experience
  • Conduct Performance Improvement Plans and Capability Reviews where necessary
  • Provide monthly reports to the Technical Support Management Team
  • Input into team Successions plan and Career Development plans
  • Handle customer complaints and escalations though to resolution or further escalation to the Technical Support Management Team
  • Maintain staffing levels by reviewing system data and reflecting staffing though weekly rotas ensuring adequate holiday and training coverage
  • Monitor and review the Technical Support work levels, looking for ageing cases, quality and activity levels. Advising the Technical Support Management team when there is risk to service levels
  • Having the ability to manage multiple priorities within a fast paced technical environment
  • Ensuring appropriate training, mentoring and coaching is available for all staff 
  • Escalate employee and performance concerns to the Technical Support Management team to raise awareness and confirm action plan
  • Team & Customer conflict resolution
  • Continual Improvement of all aspect of team performance and processes
  • Managing a staff of Technical Support Engineers
  • Flexible in working with NA and UK hours
  • Minimum experience of handling security product is 5 years. Working as a TL would be added advantage.

Salary: Not Disclosed by Recruiter

Industry:IT-Software / Software Services

Functional Area:IT Hardware, Technical Support, Telecom Engineering

Role Category:Technical Support

Role:Technical Support Manager

Employment Type:Permanent Job, Full Time


Desired Candidate Profile

Please refer to the Job description above

Company Profile

Sophos technologies Pvt Ltd

Sophos is a global leader in delivering complete IT security, enabling businesses to secure and control their IT infrastructure against threats such as computer viruses, spam, spyware, hackers and policy abuse. We offer award winning encryption, endpoint security, web, email, mobile and network security backed by SophosLabs - a global network of threat intelligence centers. Today, we secure more than 100 million users in 150 countries and 100,000 businesses, including Pixar, Under Armour, Northrop Grumman, Xerox, Ford, Avis, and Toshiba. As IT networks grow in complexity, Sophos is focused on keeping IT security simple and reliable. Founded in 1985 and headquartered in Oxford, UK, the company billed revenues of $450+ million in FY15. The company's stock is publicly traded on the London Stock Exchange under the symbol "SOPH." For more information please visit
View Contact Details+

Recruiter Name:Afzal Girach

Contact Company:Sophos technologies Pvt Ltd


Address :Sai Gulasan Complex,, Next to White House,

Reference Id:TL_Blore