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# Technical Support Manager

- **Company:** Vecta
- **Location:** Northampton, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Access, Microsoft Windows, Microsoft Azure, Microsoft Online Services, Software as a Service, Cloud Computing Security, Virtual Private Networks (VPN), Salesforce.Com, Zoho Office Suite, Microsoft InTune, Hubspot
- **Published:** June 15, 2026
- **Apply:** https://www.apply4u.co.uk/jobs/x/39037770/

## About the Role

Proven experience managing helpdesk or IT support staff, with a track record of introducing best-practice processes and standards.Solid hands-on experience supporting Microsoft 365, Exchange Online, Azure / Entra ID, Intune, and endpoint management.Experience administering SaaS CRM platforms - ideally Zoho CRM, though Salesforce, Dynamics, or HubSpot also valued.Strong grasp of ticket management, SLAs, escalation, documentation, and reporting.Comfortable balancing people management with direct, hands-on technical support.Strong leadership, communication, and stakeholder skills, calm under pressure in a fast-paced environment.
Nice to have: ITIL familiarity, Azure networking/VPN and cloud security experience, helpdesk KPI and knowledge base creation, and experience working with MSPs or third-party SaaS vendors.

## Description

Our client is a privately owned, high-growth UK finance group that has funded over £1.5 billion for 20,000+ SMEs. Having more than doubled in size in recent years, the business is investing heavily in its technology function, and is looking for a Technical Support Manager to lead its internal IT helpdesk and keep business-critical systems running smoothly.
This is a hands-on leadership role. You'll manage and develop the helpdesk team, own the ticket queue end-to-end, and act as the senior escalation point across Microsoft 365, Azure / Entra ID, Intune, and Zoho CRM - while staying close enough to the tools to jump on complex issues yourself. You'll also set the standard: best-practice processes, documentation, and service levels for a fast-scaling business.

What You'll Do
Run the day-to-day helpdesk: triage, prioritisation, assignment, and resolution within agreed SLAs.Lead, coach, and develop the helpdesk team, and act as senior escalation point for complex or urgent issues.Handle tickets personally where needed, including escalations and busy periods.Oversee support across Microsoft 365, Exchange Online, Azure / Entra ID, Intune, and endpoint management, plus Zoho CRM administration and user queries.Own user lifecycle management: onboarding, offboarding, access, permissions, and device configuration.Implement helpdesk best practice: processes, policies, documentation, knowledge base, and security and compliance standards.Report on helpdesk performance, recurring issues, and service improvements.


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