Technical Support Manager

Technical Service Manager

we are looking for Technical Service Manager / Operations Support Manager To ensure effective, timely, and efficient management of projects, maintaining or exceeding all Service Level Agreement and Key Performance Indicators. This role involves taking ownership of cases from initiation through to resolution, working across multidisciplinary teams, and ensuring maximum customer satisfaction. The main office is based in Redhill Surrey.

Responsibilities of Technical Service Manager / Operations Support Manager

manage and oversee all technical support cases.

Serve as the central point of coordination between technical, engineering, project, and customer-facing teams, including stakeholders.

Ensure proactive resolution of cases, applying appropriate soft-skills and customer engagement strategies throughout the lifecycle.

Maintain up-to-date records using secure systems and tools, ensuring configuration control and accurate documentation.

Coordinate support site visits, ensuring proper equipment allocation, logistics, and integration with other scheduled work.

Manage spares stock levels and support procurement when additional components are required.

Communicate clearly with both technical teams and senior stakeholders, providing updates and ensuring expectations are managed and met.

Track recurring issues and trends, implementing corrective action plans and contributing to continuous improvement.

Support internal onboarding, training of 1st/2nd line support, and documentation updates.

Assist in launching new services, including preparation of related support procedures and documentation.

Represent the organisation professionally in virtual and on-site meetings.

Maintain key relationships with Technical teams, field engineers, project managers, service managers, and operational departments, MOD representatives, government stakeholders, subcontractors, and suppliers.

Qualifications & Experience of Technical Service Manager / Operations Support Manager

Excellent communication and interpersonal skills.

Highly customer-focused with a proactive and flexible mindset.

Strong problem-solving abilities and independent decision-making.

Royal Navy or MOD technical communications experience (COMSAT, MILSAT, MNE, Message Handling).

Technical background in IT networking, electronics, and satellite communications.

Strong understanding of UK MOD network environments (land and sea).

Flexibility to travel as required by the role.

Must hold or be able to obtain DV Security Clearance.

Desirable:
Knowledge of ITIL frameworks and service management principles.

Challenges of the Role
Gaining deep technical understanding of a complex, wide-ranging communications estate.

Balancing conflicting priorities and demands across multiple stakeholders.

Applying the correct customer service approach for each unique case or scenario.

Demonstrating perseverance and tenacity to drive resolution in high-pressure environments.