Technical Support Manager

This role leads and develops IMSERV’s technical support function, ensuring field teams have access to expert technical guidance, knowledge, tools and support at all times. It is responsible for defining and delivering the technical support strategy, managing a team of senior technical engineers, and driving innovation across technical support processes.

Through the effective use of technology, AI, knowledge management and continuous improvement, the role ensures the business can resolve technical challenges quickly, improve first-time-fix performance, and support operational excellence across metering services - acting as the bridge between field operations, engineering, technical standards, training, product development and technology teams to keep technical knowledge accessible, accurate and continuously evolving.

Responsibilities

• Own and develop the technical support strategy across metering operations, establishing a high-performing function focused on responsiveness, expertise and customer outcomes.
• Lead and manage a team of Senior Technical Engineers and technical specialists.
• Act as the senior escalation point for complex technical matters.
• Ensure engineers and field teams have timely access to expert technical assistance, consistently delivered across all operational regions.
• Oversee management of technical escalations, providing effective resolution of complex operational issues.
• Support field teams in diagnosing and resolving metering, communications, commissioning and installation challenges.
• Own the development and maintenance of technical knowledge repositories and support materials, ensuring information is accurate, accessible and regularly updated.
• Lead the evaluation and implementation of innovative technologies to enhance technical support services.
• Identify opportunities to use Artificial Intelligence, automation and digital tools to improve technical troubleshooting and knowledge management, developing AI-enabled knowledge bases and self-service support solutions.
• Monitor technical support performance, identifying trends, recurring issues and improvement opportunities.
• Analyse root causes of technical failures and work with operational teams to implement preventative actions.
• Work closely with Field Operations, Customer Operations, Training, Quality, Planning and Product Development, building strong relationships across operational and support functions.

• Significant experience within utility metering, engineering or technical operations environments, with a strong understanding of metering technologies, communications systems and field operations.
• Proven experience leading technical support, engineering or field-based technical teams.
• City & Guilds Electrical Qualification or equivalent technical qualification.
• Understanding of emerging technologies, AI solutions and digital support tools, and of industry standards, regulations and technical governance requirements.
• Full UK Driving Licence.

Skills

• Strong technical leadership capability, with excellent coaching and people development skills.
• Strong analytical and problem-solving ability, with the skill to simplify complex technical concepts for operational teams.
• Excellent communication and stakeholder management skills.
• Strong organisational and prioritisation skills.
• Innovation mindset with a passion for technology and continuous improvement, and commercial awareness of operational performance drivers.

Experience

• Experience managing technical support, engineering or specialist technical teams, and supporting field-based operational workforces.
• Proven track record of implementing operational improvements.
• Experience leading technical investigations and root cause analysis.
• Experience introducing new technologies or digital solutions, and working with cross-functional operational teams.
• Utility metering industry experience desirable.

Pulled from the full job description

• Annual leave
• Company pension
• Car scheme, * 28 days’ holiday plus Bank Holidays
• Buy & sell annual leave scheme
• Up to a 10% bonus
• Enhanced salary sacrifice pension
• Life assurance (up to 6x salary*)
• Simply Health plan (with upgrade options)
• Car salary sacrifice scheme*

At IMSERV, we’re proud to be one of the UK’s leading energy data and metering specialists. We deliver award-winning services to customers across the country, providing specialist metering technology for electricity, gas and water, alongside highly accurate energy data collection services.