About Us i6 delivers cutting-edge SaaS solutions that transform aviation refuelling operations worldwide. Our platform streamlines planning, dispatch, compliance, and real-time data capture for fuel suppliers, FBOs, airports, and airlines. We enable our customers to run safer, faster, and more efficient refuelling operations. Our Culture We’re a team of aviation and technology enthusiasts who believe in making complex operations simple and reliable. We value transparency, accountability, and collaboration across all functions — from engineering to front-line support. In our fast-paced but supportive environment, every voice matters, and ideas are welcomed no matter where they come from. We invest in our people, encourage continuous learning, and celebrate innovation that improves safety, efficiency, and the customer experience. If you’re excited by mission-critical challenges and want your work to have a visible impact on global aviation operations, you’ll feel at home in i6. Position Overview The Technical Support Manager will lead our 24/7 support function, ensuring that our customers which use the multi i6 platforms will get timely, high-quality assistance for their frontline operations. You’ll be directly responsible for day-to-day service desk performance, managing KPIs, and working closely with Product Management, Engineering, Sales, and Customer Success to ensure customer issues are resolved and insights flow back into the business. Key Competencies Customer-first mindset with a focus on operational continuity. Detail-oriented and data-driven approach to service improvement. Ability to roll up sleeves and handle escalations in real time. Comfortable translating technical issues into clear, actionable updates for non-technical stakeholders. Key Responsibilities Manage the Support Team: Responsible for leading a team of 8 personnel, to deliver exceptional service to i6 customers, and ensure the team achieve their targets and goals. Hands-On Leadership: Manage, coach, and work alongside service desk analysts; handle escalations personally when necessary to maintain service quality. Operational Support Excellence: Oversee the triage, prioritization, and resolution of incidents and service requests from customers engaged in live refuelling operations. KPIs & SLAs: Define, monitor, and report on service desk KPIs (first-response time, resolution time, customer satisfaction, backlog, etc.) to ensure targets are met or exceeded. Cross-Functional Collaboration: Serve as the main support interface to Product Management, Engineering, Sales, and Customer Success—feeding back operational issues, customer pain points, and feature requests to drive continuous improvement. Knowledge Management: Build and maintain an internal and customer-facing knowledge base, including refuelling-specific workflows, FAQs, and troubleshooting guides to speed resolution via internal support portal. Customer Communication: Ensure clear, timely communication with customers regarding incidents, planned maintenance, product updates, and new features. Process & Tooling Improvement: Implement best-practice workflows (ITIL-aligned where appropriate) and optimise the use of service desk tools (Jira Service Management). Training & Readiness: Partner with Customer Success to ensure customers are trained on new features and support staff are briefed on upcoming changes. Compliance & Safety: Maintain awareness of employee safety and compliance requirements relevant to home working employees and ensure support practices align with them. Travel: There may be a requirement to travel to i6 Head office as required. Qualifications & Experience 3–5 years’ experience managing a service desk or technical support team in a SaaS or operationally critical environment. Familiarity with the aviation industry is highly preferred. Track record of setting, monitoring, and achieving service desk KPIs. Experience working cross-functionally with Product, Engineering, Sales, and Customer Success teams. Hands-on expertise with service desk and incident management tools. Excellent communication, stakeholder management, and problem-solving skills under time pressure. ITIL Foundation or similar certification is desirable. What We Offer A pivotal role in shaping customer support for mission-critical aviation refuelling operations. Competitive salary and benefits package. Opportunities to expand your expertise at the intersection of aviation and SaaS. A collaborative environment where your feedback drives product and service improvements. 5% pension contribution 25 days holiday per annum in addition to UK bank holidays; with the option to buy/sell an additional 5 days per year, and your Birthday Day off Private health insurance and health care cash plan Quarterly Team Events Remote first working