Job Title: Technical Support Manager
Department: Technical Support
Location: Must be based within approximately 2 hours' travel of Watford (e.g. Bristol, Birmingham, Nottingham, Norwich)
Working Hours: 37.5 hours per week
Reporting To: Operations Manager / UK Managing Director
Direct Reports: Technical Support Specialists (team of 2)
Role Purpose
To lead and develop the UK Technical Support function, ensuring high‑quality technical support, effective issue escalation, strong knowledge sharing, and close collaboration with internal teams and external partners. The role combines people leadership with hands‑on technical expertise and training.
Key Responsibilities
* Lead, coach, and develop the Technical Support team
* Take ownership of complex technical escalations and customer‑critical issues
* Drive continuous improvement of support processes and documentation
* Plan and deliver technical and product training for internal teams, partners, and Sales
* Act as the main technical point of contact between the UK business and wider technical stakeholders
Essential
* Strong background in BMS / building automation systems (hardware and software)
* Experience leading or coordinating technical teams
* Strong problem‑solving and troubleshooting skills
* Excellent communication and stakeholder management skills
Desirable
* Experience delivering or facilitating technical training
* Knowledge of BACnet, Modbus, and M‑Bus
* Exposure to cloud‑based systems
* Experience working with a BMS or building technology vendor
Benefits
* Technical equipment for home office
* Company car (professional and personal use)
* Company pension and health insurance
* Mobile phone
* And many more benefits
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