Technical Support Manager

An opportunity has arisen within the Digital & Technical Services Directorate for a Technical Support Manager to lead and develop the University’s second-line Technical Support Team.

You will be responsible for the effective delivery of second-line technical support across the University’s end-user devices, applications, audio-visual services, teaching and working spaces, print services and associated digital workplace environment. You will provide senior technical leadership, ensure effective asset and service controls, and support the testing and operational readiness of new and changed services.

As Technical Support Manager, you will lead, manage and develop the Technical Support Team, setting clear standards for performance, accountability, technical quality and customer service. You will plan and prioritise the team’s operational, project and improvement workload, address performance and capability issues, and provide hands-on technical leadership for complex incidents, deployments and service improvements where required., To lead the Technical Support Team (TST) in delivering high-quality hands-on technical support for the University’s end-user computing, AV and print estate. This role combines deep technical expertise with leadership, supporting both operational excellence and BNU’s wider digital transformation.

This role serves as the senior engineer in the team: owning and optimising key digital platforms and services, resolving complex technical issues and mentoring staff. It involves working closely with the Head of Operations to align support services with institutional priorities including the integration of modern digital technologies, collaboration platforms and curriculum-driven innovation across teaching, learning and working environments while also ensuring effective day-to-day operations of the support team.

To practice an inclusive approach and support building an inclusive university community where people can be themselves., * Manage the day-to-day activities of the TST including line management responsibilities such as recruitment and selection, task coordination, performance management, professional development, motivation, health & safety and wellbeing.

• Supervisory duties including motivating and supporting team members, giving direction and feedback and ensuring adequate staffing cover to maintain continuous service delivery across campuses.
• Serve as the senior technical escalation point for complex issues across end user computing, print and AV services and systems, leading root cause analysis and contributing to long-term service stability.
• Take ownership of technical environments such as Microsoft Teams, asset management (hardware and software), remote learning/virtualisation platforms (e.g. HP AnyWare, AppsAnywhere) and audio-visual dependent teaching and learning spaces (including content capture) ensuring a high-quality and reliable student and staff experience.
• Guide the specification and implementation of AV solutions (e.g. content capture [Panopto], digital signage, interactive digital learning technologies) including rack builds and classroom and lecture space setups.
• Lead the deployment, configuration and lifecycle of device management solutions including Microsoft Intune, SCCM, Jamf Pro and Autopilot.
• Collaborate with key stakeholders and teams on system rollouts, OS/image builds and business software upgrades.
• Lead the development and execution of technical testing plans for end-user devices, images and applications.
• Manage the introduction of new or updated services into the operational environment ensuring appropriate testing, documentation and support models are in place.
• Monitor the health and efficiency of the end-to-end print service ensuring stability and responsive support.
• Provide technical mentorship to team members through hands-on pairing, structured learning paths and knowledge sharing including the creation of internal documentation and support for developing curriculum-aligned specialist roles (e.g. XR, media, creative tech).
• Support the Head of Operations in developing specialist capabilities within the team including the evolution of dedicated roles to support curriculum-aligned technologies and specialist environments such as XR, immersive technologies, virtualised platforms, media production and advanced creative toolsets.
• Work closely with the Head of Operations to align technical support services with University priorities, contribute to strategic planning and ensure that operational delivery meets evolving institutional and digital transformation goals.
• Work alongside the Service Delivery Manager (and other DTS support teams) to ensure a seamless customer experience between front-line and second-line support.
• Participate in digital programme initiatives as a subject matter expert representing DTS or the Head of Operations ensuring operational readiness and deployment feasibility.
• Represent technical operations in relevant change boards, project planning meetings and technical working groups contributing to technical impact assessments and configuration planning.
• Support internal pilot initiatives and proof-of-concept testing of new platforms, services or equipment in collaboration with Infrastructure and academic stakeholders.
• Horizon-scan for emerging technologies including XR (VR/AR/MR), smart classroom integrations and AI-powered support tools and identify and implement automation opportunities using scripting, monitoring or orchestration platforms to reduce repetitive tasks and increase support efficiency.
• Contribute to the development of performance metrics and analytics dashboards to drive service improvements.
• Ensure full lifecycle management of hardware and software assets including secure provisioning, accurate inventory maintenance, compliance with licensing standards and adherence to replacement and disposal policies.
• Ensure information, information assets and systems are managed in accordance with University policies and applicable legislation escalating risks or issues related to service delivery, compliance, security and licensing to the Head of Operations.
• Comply with relevant legislative and other requirements (e.g., the Data Protection Act 2018 and GDPR; Health and Safety; UKVI; and Equality and Diversity) in all working practices.
• Such other duties temporarily or on a continuing basis, as may reasonably be required., Flexibility and willingness to work occasional evenings/weekends/out of hours/on call for planned events or critical change activity A/I

Commitment to promoting and supporting inclusive, accessible and digitally-enabled services A/I

• Experience of leading and managing a technical support team in a complex, customer-focused environment;
• Strong current knowledge of endpoint management, device deployment, application delivery and support across Microsoft Windows, macOS and mobile platforms;
• Experience of improving team performance, capability, processes and service standards;
• The ability to provide senior technical escalation, challenge and assurance;
• Experience of supporting audio-visual, teaching-space or digital workplace technologies;
• A good understanding of IT service management principles and operational service readiness;
• Strong planning, problem-solving and decision-making skills;
• The ability to explain complex technical issues clearly to technical and non-technical audiences., Educated to degree level in a relevant subject or equivalent professional experience A/I

Evidence of continued professional development in relevant technologies or platforms A/I

Professional certifications or training in modern endpoint management, AV, or service delivery (e.g. ITIL, Intune, SCCM, Jamf, Microsoft 365) A/I

Knowledge & Experience

Delivering an excellent customer experience A/I

Experience supporting IT services in a multi-site, complex technical environment (ideally HE) A/I

Demonstrable success in managing a second-line IT support or technical services function A/I

Hands-on experience with device management platforms (e.g. Intune, SCCM, Jamf, Autopilot) A/I

Experience supporting AV systems and collaboration platforms in learning or enterprise environments A/I

Experience leading or mentoring technical staff, including workload planning and escalation A/I

Exposure to digital transformation, automation or service improvement initiatives A/I

Skills

Digitally able and proficient in M365 tools incl. Entra ID, Teams, SharePoint A/I

Strong technical problem-solving skills and ability to perform root cause analysis A/I

Ability to explain complex technical issues clearly to both technical and non-technical stakeholders A/I

Confident in developing technical documentation and knowledge base content A/I

Effective planning, time management and prioritisation skills in a multi-task environment A/I

Skilled in managing performance, providing feedback and developing staff capability A/I

High level of professional communication skills (written and verbal) A/I

Full Time - Permanent - High Wycombe (travel to other sites as required)

Salary - £38,784 - £43,482

We’re not trying to fit in with the higher education status quo. We’re challenging it. We’re doing things differently - because our students, our staff, and our world need us to.

So this is an exciting moment to join us. We’re boldly reimagining what a university can be: a place rooted in social mobility, a community where difference is celebrated, and an institution that empowers people to become more than they thought possible., * a generous holiday entitlement (30 days per annum, plus bank holidays & closure days)

• Hybrid working (dependent on business needs)
• training & development support opportunities
• contributory pension scheme
• free gym membership for our on-site gym
• a range of staff discounts with major retailers.

If you have the qualities and attributes representative of the University’s values and ambition, we would be delighted to hear from you.

For further information about this role please contact Hassan Ghani (Head of Operations) via

We are committed to promoting an inclusive and diverse workplace and aim to continue building an environment where everyone thrives and can be themselves.

Please let us know if you require any adjustments or support during the recruitment process. We are happy to discuss any reasonable adjustments that would enable you to perform to the best of your abilities in your role. Please reach out to Hassan Ghani via if you have any specific needs or if you would like more information on how we can support you.

We ensure that our interview/shortlisting Chairs complete the relevant e-learning and/or inclusive recruitment training.