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Technical Support Team Lead

Kinetic Software -
Milton Keynes

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Job details

Benefits

Company pension
Employee assistance programme
Employee discount

Qualifications

Jira
Management
CSS
Relational databases
C#
Microsoft SQL Server
Git
Technical support
Administrative experience
SQL
OOP
Project management
Confluence
JavaScript
SASS
SaaS
Leadership
Communication skills
jQuery
HTML
Workday

Full job description

About Kinetic

At Kinetic we’re redefining operational excellence in higher education, conferencing, and events. As the leading provider of software solutions for student accommodation, event management, catering, and residential services, we help institutions streamline operations, elevate customer experiences, and unlock their full potential.

With over 25 years of experience and trusted by more than 350 institutions worldwide, our software empowers universities and venues to run smarter, faster, and more collaboratively. From bustling campuses to dynamic corporate environments, our technology adapts to the rhythm of each organisation — helping them thrive in a fast-changing world.

But we’re more than just software. We’re a team of passionate problem-solvers, innovators, and collaborators who care deeply about our customers and each other. Our culture is built on empowerment, community, and continuous growth. We believe in giving people the tools, support, and freedom to do their best work — and have fun while doing it.

Joining Kinetic means being part of a purpose-driven business where your ideas matter, your development is supported, and your impact is real. If you’re ready to help shape the future of operational technology in education and events, we’d love to meet you.

The Role

As the Team Lead, you provide both technical leadership and people management for the most senior members of the customer support organisation. You manage the Senior Support Analysts and 3rd Line Developers, ensuring technical excellence while developing their skills and career progression. You serve as the technical escalation point for the entire support team and work closely with the Customer Support Manager to drive strategy, process improvements, and team development.

This role requires deep technical expertise combined with people leadership skills. You balance hands-on technical work on the most complex issues with coaching, mentoring, and developing your direct reports.

What You’ll Be Doing

People Management

Manage and develop Senior Support Analysts (3-4 people) and 3rd Line Developers (2 people)
Conduct regular 1-on-1s and provide ongoing coaching and feedback

Set clear goals and performance expectations aligned with team objectives

Manage performance issues and development plans as needed

Support career development and progression planning for direct reports

Participate in recruitment and hiring for senior technical roles

Foster a positive, collaborative team culture focused on technical excellence

Technical Leadership

Serve as final technical escalation point for the entire support organisation

Lead resolution of the most complex technical issues across all systems

Provide technical guidance to Senior Support Analysts and 3rd Line Developers

Make technical decisions on complex customer issues or system problems

Lead critical incident response and post-incident reviews

Ensure technical quality and consistency across the team's work

Stay current on platform changes, new features, and technical developments

Strategic Contribution

Work closely with Customer Support Manager on team strategy and direction

Contribute to process improvements and operational excellence initiatives

Identify systemic issues and work with Product/Engineering on solutions

Provide technical input on roadmap prioritisation and customer impact

Represent Support in technical meetings with Product and Engineering

Analyse metrics and trends to identify improvement opportunities

Cross-Functional Collaboration

Build strong relationships with Product, Engineering, and other technical teams

Advocate for customer needs in technical discussions and prioritisation

Collaborate on knowledge transfer and documentation with other departments

Participate in cross-functional projects and initiatives

What You’ll Bring

Required Skills & Qualifications

Advanced technical expertise across multiple domains and systems
7+ years experience in technical support, development, or engineering roles

2+ years people management or team leadership experience

Proven ability to manage and develop senior technical staff

Strong problem-solving and technical decision-making skills

Excellent communication skills for all audiences

Experience leading incident response and critical issue resolution

Strategic thinking and ability to balance tactical and strategic priorities

Collaborative approach to working across departments

Track record of driving process improvements and operational excellence

Strong expertise in HTML, CSS and JavaScript.
Proven ability to deliver accessible web pages that meet WCAG 2.2 Level AA.
Confident working across multiple browsers and devices with consistent results.
Good knowledge of SQL and relational databases, ideally SQL Server.
Competence in server side development using C Sharp or a similar object oriented language.
Understanding of secure development practices aligned with OWASP guidelines.
Experience with GIT based workflows and version control.
Familiarity with jQuery, SASS and other common front end tools and frameworks.

Nice to Have

Previous Team Lead or Management experience in technical support
Development or engineering background

Experience with Kinetic systems or similar SaaS platforms

Project management experience or certification

Experience managing remote or distributed teams

Technical training or coaching experience

Knowledge of Delphy platform

SQL expertise

Tools & Systems

Full administrative access to all support tools and systems
Production access as needed for complex troubleshooting

Leapsome (performance management)

Workday (HR and people management)

Jira, Confluence, Salesforce, CASPA, BitWarden

System logs, diagnostic tools, and platform access

Key relationships

Reports to: Customer Support Manager

Direct Reports: 3-4 Senior Support Analysts, 2 3rd Line Developers

Key Partners: Product Management, Engineering, CLOPS, Professional Services, Technical Success

What Success Looks Like

Senior Support Analysts and 3rd Line Developers are engaged, growing, and performing well
Complex technical issues are resolved efficiently with high quality

Team members receive regular feedback and clear career development support

Technical standards and quality are consistently high

Strong relationships exist with Product and Engineering

Customer Support Manager has confidence in technical escalations

Team culture is positive, collaborative, and focused on continuous improvement

Critical incidents are handled smoothly with clear leadership

Benefits & Perks

At Kinetic, we believe work should come with rewards that make a real difference. Here’s just a taste of what you can expect when you join us:

25 days holiday (plus bank holidays) - with extra days the longer you’re with us
Two paid wellbeing days each year, with a budget to enjoy some time out with someone important to you
Enhanced pension contributions to support your future
Two paid days a year to give back through volunteering, charity work, or sustainability projects with our Green Team
Salary sacrifice schemes for electric vehicles and cycle-to-work
24/7 access to our Employee Assistance Programme for confidential advice and support
A full annual health check to keep you at your best
A flexible benefits platform - from life assurance and learning opportunities to retail discounts and cinema tickets
A genuine people-first culture where your growth and wellbeing come first
Performance-related bonus scheme to reward your contribution
Regular socials - from team get-togethers to all-company celebrations, with each department owning a budget for their events
The opportunity to attend group conferences, away days and learning forums both in the UK and abroad - network with other talent

We’ve created a welcoming office environment, with well-stocked kitchens offering free breakfast, fresh fruit, hot and cold drinks, and a range of tuck shop goodies to keep you fuelled throughout the day.

Kinetic is an equal opportunity employer, fostering diversity and committed to creating an inclusive environment for all employees.

Apply Now

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About Kinetic

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