Role
The Technical Support Manager leads and develops the Service Desk function. This role bridges frontline support and senior management, owning the performance, culture and continuous improvement of the support teams. The Technical Support Manager is accountable for service quality, team capability and customer satisfaction, whilst maintaining a hands-on understanding of the technical environment. This role lives and breathes our values:
• Pace – Drives a culture of effective resolutions
• Excellence – Sets and upholds high standards in technical support
• Together – Collaborates cross-functionally to align support operations with wider business goals
Key Responsibilities
Team Leadership & People Management
• Lead, manage and develop a multi-tiered Service Desk function, including Technicians, Specialists
and 2nd Line Support Engineers.
• Set clear objectives, conduct regular 121s and performance reviews, and drive a culture of
accountability and continuous improvement.
• Recruit, onboard and retain technical talent, ensuring the team has the skills and capacity to meet
demand.
• Identify training and development needs and maintain pathways for career progression within the
support function.
• Act as an escalation point for complex or sensitive issues, supporting the team in resolution and
providing coaching throughout.
• Foster a positive, collaborative team culture aligned with company values.
Service Delivery & Operations
• Own the end-to-end delivery of technical support services, ensuring SLAs, KPIs and customer
satisfaction targets are consistently met.
• Manage and optimise ticket workflows, escalation paths and queue management across all support
tiers.
• Oversee the handling of major incidents, ensuring timely resolution, clear customer communication
and thorough post-incident reviews.
• Monitor service performance using reporting tools and dashboards, identifying trends and taking
proactive action.
• Ensure effective out-of-hours support coverage and on-call rota management.
• Drive improvements to first response, resolution time and customer satisfaction scores.
Technical Oversight & Escalation
• Maintain a strong working knowledge of ISP technologies including broadband, leased lines, Ethernet, 4G/5G, fixed wireless, VoIP, managed VPNs and SIP services.
• Provide technical guidance and escalation support to Service Desk on complex incidents.
• Liaise with Network Operations, Field Engineering and Technical Services teams to coordinate
resolution of service-impacting issues.
• Work with third-party carriers and vendors to manage escalations and ensure contractual
performance.
• Contribute to technical review processes for new products and services, ensuring the support team
is prepared ahead of launch.
Process Improvement & Documentation
• Identify and implement improvements to support processes, tooling and workflows to increase
efficiency and service quality.
• Champion the use of the ticketing system, ensuring consistent and accurate logging across the
team.
• Produce regular management reports on team performance, service metrics and improvement
initiatives.
Stakeholder Management & Collaboration
• Work closely with teams across the business to resolve customer issues and improve service
outcomes.
• Act as the primary point of contact for senior customer escalations, ensuring a professional and
resolution-focused approach.
• Build and maintain strong relationships with key customers, carriers and third-party partners.
Skills, Experience & Qualifications
Essential:
• Proven experience managing or leading a technical support team, ideally within an ISP, telecoms or
managed services environment
• Strong understanding of ISP networking technologies (TCP/IP, DNS, DHCP, VLANs, BGP, routing,
switching, NAT, firewall management)
• Hands-on experience with broadband, Ethernet, leased lines, 4G/5G, VoIP and managed connectivity services
• Demonstrated ability to lead people through change, build capability and drive performance
improvement
• Experience managing SLAs, KPIs and service metrics in a customer-facing environment
• Excellent communication skills with the confidence to engage at all levels, from frontline team
members to senior stakeholders and customers
• Strong analytical and problem-solving skills with an ability to make sound decisions under pressure
• Experience with ITSM / ticketing platforms (e.g. Zendesk, Salesforce, Freshdesk or similar)
• Customer-first mindset with a track record of improving customer satisfaction
Desirable:
• Experience working within a regulated or carrier-grade telecoms environment
• Familiarity with monitoring tools, network management platforms and alerting systems
• ITIL Foundation certification or equivalent service management qualification
• Vendor or technical certifications such as Cisco CCNA/CCNP, CompTIA Network+, or equivalent
• Understanding of cybersecurity principles as they apply to ISP and customer networks
• Experience contributing to product launches or service transitions from a support readiness
perspective
