Technical Support Supervisor

About the role

This hands‑on Technical Helpdesk Supervisor will lead a small support team while staying actively involved in solving complex technical customer issues. You will balance people leadership with deep technical troubleshooting across hardware, software and network environments.

Key responsibilities

• Lead, mentor and support a team of two Support Technicians, fostering a collaborative learning environment.
• Prioritise workloads, manage escalations and maintain high service standards.
• Act as the escalation point for advanced issues involving satellite hardware, cellular IoT devices, networking and connectivity.
• Troubleshoot firmware, hardware and software faults, delivering effective long‑term solutions.
• Develop and maintain internal documentation and customer‑facing help‑centre articles.
• Collaborate with Product, Engineering and Sales to relay customer feedback and drive process improvements.

Required profile

• Proven experience in a technical helpdesk, service desk or technical support role, with some supervisory or mentoring responsibilities.
• Strong technical background supporting hardware and software solutions.
• Familiarity with networking, telecommunications, satellite communications or IoT devices is highly beneficial.
• Ability to diagnose and resolve complex technical issues across hardware/software interfaces.
• Experience handling customer escalations and delivering accurate, empathetic support.

Required skills

• Satellite hardware
• Cellular IoT devices
• Networking
• Connectivity
• Firmware troubleshooting
• Hardware troubleshooting
• Software troubleshooting