Technical Support Manager

Role Purpose

As Technical Support Manager (Fixed-Term), you are responsible for the day-to-day operation of the technical support team and the strategic and process direction of the function. This role requires someone who can hit the ground running and absorb the outgoing manager's responsibilities with minimal ramp-up time. You manage Technical Support Engineers, drive performance against clear goals, and ensure complex escalations from Tier 1 are resolved to a consistently high standard.

This role carries genuine strategic ownership — you will define how Tier 2 operates, own the processes that underpin it, set the standards for case handling, quality, and team capability, and report regularly to the Director of Customer Service on performance, risks, and where the function needs to go next. You are expected to bring a clear point of view on both strategy and process, not just manage what is in front of you.

Key Responsibilities

1. Strategy & Process Ownership

• Own the Tier 2 operating model — define how the team works, set the standards, and continuously evolve the processes that underpin it.
• Report regularly to the Director of Customer Service on team performance, risks, escalation trends, and the strategic direction of Tier 2
• Develop and maintain standard operating procedures and best practices, ensuring the team is always working from a clear and up-to-date playbook
• Identify gaps in process or tooling and drive improvements that reduce friction across the support team
• Stay across industry trends and emerging technologies relevant to the support model, bringing informed recommendations to the Director

1. Team Leadership & People Management

• Take full accountability for the performance, development, and wellbeing of your team — holding regular structured 1:1s, setting clear objectives aligned to departmental KPIs, and ensuring every engineer knows where they stand
• Manage absence, performance, and conduct in line with company policy, escalating to the Director of Customer Service and People team where required
• Identify training needs and build personal development plans for all team members, with a focus on creating clear progression pathways and advocating for their growth within the organisation
• Lead on recruitment, onboarding, and retention within Tier 2, ensuring the team is staffed with the right people and new hires are set up to succeed from day one
• Identify and develop high-potential team members, recognising and nurturing talent within the team

1. Technical Support Operations & Workforce Planning

• Oversee day-to-day Technical Support team, ensuring timely and effective resolution of cases.
• Monitor case volumes and demand patterns, managing capacity and coverage to ensure the right people are available at the right times
• Balance workloads across the team and coordinate coverage for absences, peak demand, or incidents — identifying capacity risks and raising resourcing concerns to the Director of Customer Service
• Actively handle and resolve support tickets, balancing your own queue alongside your management responsibilities
• Monitor KPIs including CSAT, SLA adherence, and resolution times — use that data to identify improvement opportunities and report trends upward
• Ensure clear and well-documented escalation pathways to Technical Leads for cases requiring specialist investigation
• Conduct remote troubleshooting sessions directly with customers where needed, addressing complex issues professionally and efficiently

1. Quality Assurance & Coaching

• Own quality standards within Technical Support , working closely with QA Analyst to ensure the team consistently meets the bar set across the wider support function
• Review QA scores, case quality, and customer feedback regularly — using that data to drive targeted coaching conversations and identify where the team needs to improve
• Build a culture of quality within the team where engineers take pride in the standard of their case notes, communication, and technical rigour — not just resolution speed
• Track improvements in QA performance over time and report progress to the Senior Customer Service Manager and Director of Customer Service

1. Escalation & Cross-Functional Collaboration

• Act as the escalation point for complex or high-risk cases raised by your team, stepping into customer conversations when managerial presence or authority is required
• Ensure customer communication during escalations is timely, clear, and professional — coordinating resolution across tiers where needed
• Collaborate closely with the other technical managers quality, escalation management, and APAC engineer alignment.
• Partner with Product and Engineering to surface common customer issues, feedback on product gaps, and advocate for customer needs

Skills & Experience

• 4+ years of technical support experience, including 2-3 years in a team leadership role, preferably in a B2B SaaS environment
• Proven ability to manage, mentor, and coach technical support teams, with a strong understanding of support operations, service delivery, and customer experience best practices
• Hands-on experience troubleshooting email infrastructure, including Microsoft 365 (Exchange Online), Active Directory, and Google Workspace (Gmail) (Advantageous)
• Strong analytical and problem-solving skills, with the ability to manage competing priorities in a fast-paced environment
• Excellent written and verbal communication skills, with the ability to convey technical information to diverse audiences
• Proficiency with support platforms and tools such as Zendesk and Salesforce CRM
• MS-900 Microsoft 365 Fundamentals certification or similar (advantageous)
• ITIL certification (advantageous)
• Attention to detail with the ability to perform high-level data analysis