Technical Support Lead

Contract: Global Technical Support Operations Lead (Interim)Location: Ireland with hybrid on‐site time in BelfastDuration: 3–6 monthsStart: ASAPMy client is a fast‐scaling SaaS + hardware company in a phase of rapid global growth. We are strengthening our technical support function to support increased demand across regions and time zones.We're looking for a hands‐on, interim Technical Support Operations leader to partner closely with our Head of Tech Support and help build the operating foundations for scale.What You'll Be DoingPartner directly with the Head of Tech Support to stand up scalable global support operationsDesign and implement:Shift patterns, rostering and on‐call rotationsSLA definition and trackingCoverage models (moving from 16x5 toward 24x7)Help integrate AI‐assisted tooling into support workflows where appropriateBuild and tweak reporting dashboards, workflows, and pipelines (not just design them)Provide hands‐on mentoring to the existing support leadership and teamSpend meaningful time on‐site in Belfast during the early phase to embed with the teamWhat We're Looking ForPrevious experience running or scaling technical support operations across multiple regions or time zonesBackground in SaaS, hardware‐SaaS, devices, or platform businessesStrong operational skill set:Scheduling & workforce planningSLAs & escalation managementSupport metrics & reportingComfortable balancing strategic thinking with hands‐on executionPragmatic, builder mindset — you improve systems by using themBased in Ireland, either week on week off or a couple of days a week in Belfast

Created: 2026-04-12