Technical Support Manager
🔒 Confidential Employer
Posted 21 April 2026
LOCATION
Whitley, Yorkshire
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion
SKILLS
ITIL
Incident Management
Change Management
Problem Management
Communication Skills
Leadership
Networking
Team Management
FULL DESCRIPTION
Technical Support Manager
Customer Solution Support · Whitley Lodge, Whitley, Yorkshire · Hybrid
Do you want to work for a company, that wants a world where people have the freedom to live life to the full, in a place of their choice? Then [Employer hidden — view at passion-project.co.uk] is for you!
What will you be doing in this role?
The Technical Support Manager manages a team of application and hardware specialists in the provision of 1st and 2nd line support to [Employer hidden] UK’s external customers. The team supports a wide range of [Employer hidden] proprietary products and technologies.
The Ideal candidate:
We’re looking for someone who has experience of working with internal and external stakeholders, able to work to deadlines and strong leadership skills
Key skills and experience:
- Experience implementing ITIL best practice, including Incident Management / Change Management / Problem Management.
- Effective communication and presentation skills
- Demonstrable leadership and motivation skills.
- Effective planning and time management skills.
- Experience in providing support and advice to other team members.
- Good problem-solving skills.
- Ability to work to deadlines and under pressure.
- Networking knowledge covering LAN/WAN technologies.
What we offer:
- Competitive salary
- 25 days holiday + public holidays (pro rata)
- Holiday purchase scheme
- Contributory pension
- Paid volunteer day to support a cause you are passionate about,
- Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: free eye tests and retail discounts
- EAP WeCare service - including a 24/7 online GP and mental health counselling service,
- Boost your learning and growth through access to a Talent Library with over 800 courses, covering subjects from business skills to project management essentials,
- Free car parking,
- A warm and welcoming team environment,
- Development and a chance to build a rewarding career.
Your day-to-day responsibilities will include:
- To manage and lead the team of Customer support staff, including but not limited to managing annual and sick leave, providing regular coaching and feedback, identifying, developing and monitoring individual and team performance.
- To provide 1st/2nd line product support principally to external customers but also to internal colleagues where required.
- To support the team to resolve issues that come into the service desk acting as a point of escalation for more challenging issues.
- To ensure that incidents are resolved in a timely manner to meet defined service level targets using ITIL processes.
- To proactively help resolve tickets where required.
- To participate as a project resource as and when required.
- To coach other members of the team and other support staff.
- To ensure that the Support Team can provide support during deployment phases of new products when required.
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