Support Team Manager

About the role

We are seeking a Support Team Manager to lead a dedicated support pod that delivers IT and telecom services to a portfolio of customers. Reporting to the Service Director, you will operate the pod as a mini‑business unit, responsible for performance, customer satisfaction and team development.

Key responsibilities

• Lead, motivate and develop a team of IT and telecom support engineers, setting clear expectations and conducting regular 1‑to‑1s.
• Act as the senior escalation point, owning customer issues through to resolution and building strong relationships with key contacts.
• Own pod‑level SLA performance, monitor workload, ticket quality and drive continuous service improvement.
• Identify recurring issues, conduct root‑cause analysis and contribute to process, documentation and tooling enhancements.
• Provide regular performance reporting to the Service Director and collaborate with other Support Team Managers to share best practice.

Required profile

• Proven people‑leadership experience in a technical support environment.
• Commercial awareness with a customer‑first mindset.
• Ability to manage performance, attendance and wellbeing of a team.
• Strong communication and stakeholder‑management skills.

Required skills

What we offer

• Competitive salary based on experience.
• 25 days holiday plus bank holidays.
• Standard office hours 8:30 am‑5:30 pm, Monday‑Friday.
• Opportunity to shape a growing support function within a reputable tech company.