Technical Support Manager

We're now looking for a Technical Support Manager to support our Technical Support Team, whose priority is the success of the team, the satisfaction of our customers, and the delivery of an outstanding support experience.

This is a key leadership role responsible for managing and developing our Technical Support Advisors and Engineers, ensuring customer issues are resolved efficiently and service levels are consistently achieved. You'll lead, coach and motivate the team, drive continuous improvement, and take ownership of escalated issues to ensure the highest standards of customer service are maintained.

What you'll be doing …

• Leading, motivating and developing the Technical Support Team and Out-of-Hours Support function
• Ensuring support tickets are managed effectively and resolved within agreed service level agreements
• Managing escalated customer issues and complaints, taking ownership through to resolution
• Coordinating engineers and resources to ensure customers receive the right support at the right time
• Monitoring team performance through quality assurance, coaching, call listening and regular feedback
• Driving continuous improvement across support processes, systems and customer experience
• Using data, reporting and KPIs to maximise team productivity and service delivery
• Ensuring accurate and detailed case management within the CRM
• Managing stock, equipment and supplier relationships to support operational efficiency
• Supporting recruitment, onboarding, training and development of team members
• Building strong relationships with customers, colleagues and stakeholders across the business
• Promoting a positive, accountable and customer-focused team culture

Do you have experience in Technical support?, * Previous experience managing a technical support, helpdesk or customer service team

• Strong leadership skills with a proven ability to coach, motivate and develop people
• Excellent communication skills and a customer-first mindset
• Experience managing escalated customer issues and driving positive outcomes
• Strong organisational and problem-solving abilities
• Confidence working with KPIs, reporting and performance management
• A proactive approach with the ability to prioritise in a fast-paced environment
• Experience using CRM and ticketing systems
• Telecoms experience is highly desirable
• Knowledge of Unify, NEC, VOIP or similar business phone systems would be advantageous, * management: 3 years (preferred)
• managing escalated customer issues and complaints: 2 years (preferred)
• VOIP: 3 years (preferred)

Pulled from the full job description

• Annual leave
• Paid volunteer time
• Casual dress, * 25 days annual leave + bank holidays!
• An additional day of annual leave each year! (up to 5 years)
• Got an appointment? Use your 10 hours of MyTime allowance!
• 2 paid volunteering days!
• Creating lifelong friends with our amazing workforce!
• Casual dress code!
• Service rewards after 1 year!
• Incentives to destinations like Dubai, skiing, and more!

So if you're experienced in technical support management who is passionate about developing people, solving problems and delivering exceptional customer experiences, we'd love to hear from you!

Pay: £35,000.00-£45,000.00 per year

At Yo, we're a fast-growing Telecoms company, where we've held the title of an 'Outstanding' rated company for six consecutive years, as well as being awarded the best UK Telecoms company to work for in 2026 by Best Companies!