Technical Support Manager

🔒 Confidential Employer
Posted 28 March 2025
LOCATION
Not specified
TYPE
Full-time
LEVEL
Mid-Senior level
SALARY
£55,000 / year
CATEGORY
Technical Support
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

FULL DESCRIPTION

Summary

As our Technical Support Manager, you will lead our technical support team and oversee the implementation of mpro5. This role involves managing a team of Technical Support Engineers, Technical Support Analysts, and Solutions Architects. You will ensure exceptional customer support, driving customer satisfaction and operational efficiency.

Key Responsibilities

  • Write clear, concise, and comprehensive user stories and acceptance criteria for new features and enhancements.
  • Collaborate with product managers, developers, and stakeholders to ensure user stories are well-understood and actionable.
  • Conduct research to gather insights on customer needs, market trends, and competitive landscape.
  • Analyse customer feedback and usage data to inform product decisions and improvements.
  • Review and validate features against acceptance criteria to ensure they meet quality standards.
  • Document features, manage tickets, and contribute to release notes.
  • Plan and facilitate feature workshops to gather requirements and feedback from stakeholders.
  • Document outcomes and action items from workshops to guide development efforts.
  • Prepare and deliver product presentations to internal teams and external stakeholders.
  • Communicate research, feature and release updates effectively.
  • Conduct market research to identify industry trends, emerging technologies, and competitive products.
  • Document research findings and provide actionable insights to the product team.
  • Conduct in-depth analysis of various industries to identify opportunities for product enhancement.
  • Stay informed about the latest technologies relevant to process management and SaaS.
  • Monitor and analyse competitors’ products, features, and strategies.
  • Provide detailed reports on competitive positioning and recommend strategic actions.

Core Requirements/Qualifications/Skills

  • Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
  • An understanding of software development processes.
  • Excellent written and verbal communication skills.
  • Proficiency in using project management and collaboration tools (e.g., Jira, Confluence, Trello).
  • Strong analytical and problem-solving skills.
  • Ability to work independently and manage multiple tasks simultaneously.

Job Description

As our Technical Support Manager, you will lead our technical support team and oversee the implementation of mpro5. This role involves managing a team of Technical Support Engineers, Technical Support Analysts, and Solutions Architects. You will ensure exceptional customer support, driving customer satisfaction and operational efficiency.

Key Responsibilities

This is a varied role that will depend on the requirements and activities of the team but will broadly encompass the below responsibilities.

  • Write clear, concise, and comprehensive user stories and acceptance criteria for new features and enhancements.
  • Collaborate with product managers, developers, and stakeholders to ensure user stories are well-understood and actionable.
  • Conduct research to gather insights on customer needs, market trends, and competitive landscape.
  • Analyse customer feedback and usage data to inform product decisions and improvements.
  • Review and validate features against acceptance criteria to ensure they meet quality standards.
  • Document features, manage tickets, and contribute to release notes.
  • Plan and facilitate feature workshops to gather requirements and feedback from stakeholders.
  • Document outcomes and action items from workshops to guide development efforts.
  • Prepare and deliver product presentations to internal teams and external stakeholders.
  • Communicate research, feature and release updates effectively.
  • Conduct market research to identify industry trends, emerging technologies, and competitive products.
  • Document research findings and provide actionable insights to the product team.
  • Conduct in-depth analysis of various industries to identify opportunities for product enhancement.
  • Stay informed about the latest technologies relevant to process management and SaaS.
  • Monitor and analyse competitors’ products, features, and strategies.
  • Provide detailed reports on competitive positioning and recommend strategic actions.

Person Skills

  • Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
  • An understanding of software development processes.
  • Excellent written and verbal communication skills.
  • Proficiency in using project management and collaboration tools (e.g., Jira, Confluence, Trello).
  • Strong analytical and problem-solving skills.
  • Ability to work independently and manage multiple tasks simultaneously.
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