Technical Support Manager

🔒 Confidential Employer
Posted 8 May 2026
LOCATION
Doncaster
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
IT Support & Infrastructure
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Technical Support Management Customer Communication Training and Development Product Testing and Evaluation Call Handling and Reporting Team Leadership Problem Solving Liaison with Cross-functional Teams

FULL DESCRIPTION

Technical Support Manager

Company: [Employer hidden — sign up to reveal]

Location: [Employer hidden — sign up to reveal] Innovation Centre Doncaster

Closing Date: 06/01/2020

Contact: [Employer hidden — sign up to reveal]

Main Purpose of Role

To manage the Technical Support department and to establish an excellent reputation with our customers by offering the highest level of Technical Support and training on new and existing company products.

Principle Accountabilities

  • To manage the day to day running of the technical support department ensuring professionalism at all times.
  • Handling and managing technical support calls to help identify product problems and issuing appropriate advice and guidance. Close liaison with UK teams to ensure customer contact is well managed.
  • Monitor call performance to ensure that calls to Technical Support are dealt with in a timely and efficient manner. Produce call statistics in order to analyse trends.
  • Liaise with testing department in order to verify issues raised by customers providing full and accurate reports of potential problems.
  • Ensure appropriate logging of customer calls and logging of complaints to help identify trends with product related issues so that effective corrective action can be taken. This will include preparation of relevant reports.
  • Responsibility for the development programmes, tools and learning content to support the development of clients’ technical capabilities. You will have a practical approach to problems and be able to deliver solutions efficiently.
  • Review and sign off new product releases and updates. Liaise with product management teams.
  • Where relevant, prepare visit reports including client feedback.
  • To ensure all correspondence and queries from customers are dealt within an effective and prompt manner.
  • To prepare and conduct individual Contribution Agreement reviews with the Technical Support team. This will identify weaknesses, therefore offer mentoring or coaching in those areas.
  • Organise the building of product demonstration boards for UK and Export exhibitions, sales teams and customers.
  • Represent the company at exhibitions.
  • On occasions, carry out visits on site to identify and rectify reported faults or problems.
  • Any other task or duty you may be requested to do by your sales director.

Staff Benefits

Excellent staff benefits.

Application Instructions

If interested in this role please send a CV and cover letter to [Employer hidden — sign up to reveal]. No agencies please.

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