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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Manager - **Company:** Hyve Group plc - **Location:** London, UK - **Salary:** £40,201.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Software as a Service, Knowledge-Based Systems, Automation of Marketing, Software Engineering, Virtual Agents - **Published:** July 26, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5815357714 ## About the Role * Proven experience managing staff and high volume and varied tasks * Strong organisational and operational management capability * Excellent people leadership, coaching, and team development skills * Good understanding of core technology domains (cloud, SaaS, workplace technology), without needing deep expertise * Experience driving service improvement, automation, or self-service initiatives * Exposure to AI or automation tools within support environments (desirable) * Strong knowledge of service management practices (ITIL or equivalent) * Experience managing service performance metrics (SLAs, KPIs) * Excellent stakeholder communication and relationship management * Strong problem-solving and decision-making ability ## Description As the Technical Support Manager, you will be responsible for leading Hyve's front line support function, ensuring high-quality, responsive, and consistent support across the organisation. This is a leadership and operational management role, requiring strong organisational capability, people management skills, and business acumen. While a solid understanding of core technology concepts is expected, this role is not focused on deep technical expertise. Your strength will be in leading teams, improving service delivery, and ensuring support services align with business needs. A key focus of the role will be driving the modernisation of support through self-service, automation, and intelligent AI-driven capabilities, reducing reliance on manual intervention while improving user experience and service efficiency. As part of your job, you'll be: Team Leadership & People Management * Lead and manage front line support staff, including performance, development, and daily operations * Build a high-performing, customer-focused support function * Provide coaching, mentoring, and structured career development for team members * Ensure appropriate global coverage, capability, and resourcing * Drive accountability, ownership, and service excellence within the team Service Delivery & Operational Management * Ensure consistent, high-quality delivery of support services across all business users * Own the day-to-day operation of incident, request, and escalation management * Ensure issues are prioritised, progressed, and resolved within agreed service levels * Act as the escalation point for major or high-impact service issues * Maintain a strong focus on user experience and service responsiveness Self-Service, Automation & AI Enablement * Drive adoption of end-user self-service capabilities, reducing dependency on manual support processes * Identify and implement opportunities for automation across common support tasks and workflows * Leverage AI and intelligent tooling (e.g. virtual agents, knowledge systems, automation platforms) to improve service efficiency and user experience * Ensure knowledge is structured, accessible, and continuously improved to enable user self-resolution * Partner with engineering teams to embed automation and reduce repeat incidents at source Service Performance & Continuous Improvement * Define and manage service performance metrics (SLAs, KPIs, response and resolution times) * Analyse trends, recurring issues, and user demand to drive improvements * Identify root causes of issues and ensure long-term fixes are implemented via engineering teams * Continuously improve processes, tooling, and service quality * Ensure support services scale effectively with business growth Business Engagement & Communication * Act as a key interface between technology and the business for support-related matters * Ensure clear communication of incidents, service performance, and improvements * Build strong relationships with stakeholders across departments * Align support services to business priorities and operational needs * Manage expectations and ensure a professional, transparent service experience Collaboration with Engineering & Security * Work closely with software engineering and security teams to ensure effective escalation and resolution * Ensure feedback loops exist between support and engineering to improve platforms and services * Support rollout of new systems, tools, and improvements from engineering teams * Ensure support teams are prepared to operate new technologies effectively ## Related Videos - [Guiding Agentic AI with Vue](https://www.wearedevelopers.com/videos/2033-guiding-agentic-ai-with-vue) - [The Avengers Initiative (Practical Ethics for Software Engineers)](https://www.wearedevelopers.com/videos/2070-the-avengers-initiative-practical-ethics-for-software-engineers) - [Beyond the Hype: Building Trustworthy and Reliable LLM Applications with Guardrails](https://www.wearedevelopers.com/videos/1594-beyond-the-hype-building-trustworthy-and-reliable-llm-applications-with-guardrails) - [Management in times of Agentic AI - The Human Premium](https://www.wearedevelopers.com/videos/1472-management-in-times-of-agentic-ai-the-human-premium) - [AI in Leadership: How Technology is Reshaping Executive Roles](https://www.wearedevelopers.com/videos/1705-ai-in-leadership-how-technology-is-reshaping-executive-roles) - [Delete the roles, deploy the skills](https://www.wearedevelopers.com/videos/2104-delete-the-roles-deploy-the-skills) ## Related Articles - [Should Tech Managers Be Developers First? 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