> Markdown version of [/jobs/ext/347065-technical-support-manager](https://www.wearedevelopers.com/jobs/ext/347065-technical-support-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Technical Support Manager

- **Company:** Yo Telecom
- **Location:** Southampton, UK
- **Experience:** Experienced
- **Salary:** £35,000.0 - £45,000.0
- **Contract:** Permanent contract
- **Skills:** VoIP, Issue Tracking Systems
- **Published:** June 18, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=11c577b9799afefe

## About the Role

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)

## Description

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


## Related Videos

- [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone)
- [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques)
- [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over)
- [You’re a great coder? That alone won’t get you far: The soft skills secret in IT success](https://www.wearedevelopers.com/videos/1076-you-re-a-great-coder-that-alone-won-t-get-you-far-the-soft-skills-secret-in-it-success)
- [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue)
- [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one)

## Related Articles

- [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager)
- [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons)
- [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)
- [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)
- [How to Respond to the “Why Do You Deserve a Promotion?” Question](https://www.wearedevelopers.com/magazine/416-how-to-respond-to-the-why-do-you-deserve-a-promotion-question)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)