Technical Service Engineer Manager
Role details
Job location
Tech stack
Job description
The Technical Service Engineer, Manager leads and develops a team that provides comprehensive Technical Support for critical customer services. This role ensures the consistent delivery of high-quality technical support, rapid issue resolution, and exceptional customer experience. Acting as a senior escalation point, the manager combines strong technical expertise, leadership, and service management skills to drive operational excellence, system reliability, and continuous improvement.
The Technical Service Engineer, Manager also plays a key role in shaping the support function's processes, tools, and training initiatives, ensuring knowledge is shared effectively and the team is equipped to meet evolving business and technology needs.
What You'll Be Doing:
- Lead, coach, and develop a team of Technical Support Engineers, setting clear objectives and driving a high-performance culture
- Oversee incident, request, and escalation management, acting as the point of escalation for complex issues
- Ensure all support activity meets SLAs, leading incident response, triage, and resolution
- Partner with Engineering, Product, and Security to resolve issues and deliver long-term improvements
- Drive automation, process improvements, and efficient use of Jira, Confluence, and ITSM tools
- Translate customer issues into actionable insights to improve products and services
- Embed security best practices across support operations
- Build and maintain a strong knowledge base, promoting knowledge sharing and continuous learning
What You'll deliver
- High CSAT and CES through continuous improvement initiatives
- Strong SLA performance and reliable service delivery
- Improved first-time resolution and reduced repeat incidents
- Actionable insights and reporting to drive product and service improvements
- A high-performing, continuously developing support team
Requirements
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Strong technical support experience in a fast-paced and complex customer environment, able to translate complex technical issues for any audience.
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Experience of troubleshooting methodology and root cause analysis to diagnose problems and present solutions or workarounds.
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Good technical foundations with the ability and willingness to learn new technical concepts as required.
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Proficient in use of ticketing and documentation systems (for e.g. Jira, ServiceNow, and Confluence)
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Proficiency with using IT Service Management systems for ticket handling and documentation.
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Familiarity with XML, SQL, JSON, and ability to analyse data is advantageous.
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Understanding of networking fundamentals (e.g., TCP/IP, HTTP, SSL/TLS) also advantageous.
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Demonstrated ability to document technical procedures and create knowledge base content.
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Understanding of service management frameworks (ITIL), incident management, and SLA-driven operations.
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Customer-centric: advocates for service excellence and long-term customer value.
Benefits & conditions
- Hybrid & Flexible Working
- Early Finish Friday - Working week of 34 hours with full-time pay. (Finish at midday on Friday)
- 30 days of annual leave plus bank holidays, with the ability to purchase an additional 5 days.
- Private Medical Insurance + Employee Assistance Programme
- Medicash
- Pension Scheme (Matched to 7%)
- Annual Bonus Scheme
- Family Leave (Enhanced)
- Electric vehicle scheme with on-site charging points*
- Rewards platform with access to discounts at hundreds of shops, restaurants etc.*
- Flexible Benefits
Diversity Statement:
We're passionate about creating a workplace where every individual is valued, respected, and empowered. Somewhere we can benefit from all forms of diversity and discover the true value in our differences. If there are any adjustments we could make to the recruitment and selection process to support you, please let us know
