Job Description
Technical Service Manager (DV CLEARED)
* Job Type: Full-time
* Location: Redhill
* Salary: £45-52k + benefits
* Mandatory: SC cleared and eligibility for DV Clearance
Join our team as a Technical Service Manager and play a crucial role in managing all UK-Government support cases for Commercial Satellite Communication Services (CSCS4). This position requires a proactive individual with a strong background in Royal Navy technical communications and a commitment to achieving high customer satisfaction.
Day-to-Day of the Role:
* Take ownership of all support cases across CSCS, collaborating closely with the MOD System Engineering and MOD Project teams.
* Manage the Change Impact Assessment Process (CIAP) and ensure effective resolution of support cases.
* Coordinate internal multi-discipline resolver groups as required and provide internal briefings on the status and action plans for support cases.
* Ensure all logistical and technical support elements of each engineer’s service visit are managed efficiently.
* Handle commercial arrangements for each support visit, including invoicing and liaising with external MOD customers.
* Provide feedback to project engineers/managers on issues that inform documentation amendments and updates.
* Represent the organisation professionally with Government customers and attend complex support issue meetings.
* Create and maintain support documentation to improve processes and track support trends using our Ticketing System.
* Manage minor projects under support/obsolescence programmes as assigned.
* Provide training to 1st and 2nd line support staff and assist in onboarding new Field Service Engineers.
Required Skills & Qualifications:
* Demonstrated ability to work independently, show tenacity, and proactively solve problems.
* Must hold or have the ability to achieve DV Security Clearance.
* Extensive Royal Navy technical comms experience across COMSAT, MILSAT, MNE, and Message handling.
* Technical expertise in electrical/electronic, IT networking equipment, and satellite communication.
* Excellent communication skills with a customer-focused approach.
* Proficiency in standard office applications and understanding of ITIL is advantageous.
* Flexibility with travel and role requirements.