Technical Support Manager
We’re Quickline, and we believe everyone deserves great internet—whoever you are, wherever you live. That’s why we’re bringing lightning-fast broadband to the places others leave behind.
We’re looking for a Technical Support Manager to lead our 1st line support team, making sure customers get fast, effective help with broadband, Wi-Fi and VoIP issues. You’ll spot trends, escalate network problems, manage outages, and improve the support journey across phone, email, chat, and self-service.
This role is based onsite at Willerby, Hull.
Here’s why you’ll love this role…
- You’ll lead and develop our 1st line tech customer support team, making sure every customer gets fast, effective help when they need it most.
- You’ll own our outage management processes—keeping customers informed and connected, even when the unexpected happens.
- You’ll work across departments to spot patterns, escalate issues, and improve network reliability.
- You’ll dive into the data—analysing trends and contact volumes to continually refine and improve our support strategy.
- You’ll champion a seamless, OMNIchannel support experience, from phone and email to chat and self-service.
Why you’ll be great in this role…
- You’ve led technical support teams before, ideally in the ISP, broadband, or telecoms world.
- You know your way around broadband, WiFi, VoIP, and networking fundamentals—and can guide others through structured troubleshooting.
- You’re a natural leader who brings out the best in people through coaching, training, and feedback.
- You can spot a trend in a sea of tickets and know when and how to escalate to 3rd line or network teams
- You’re confident handling reporting, KPIs, and using insights to drive smarter decisions.
The benefits…
- Pension – 5% employer / 5% employee contribution.
- WPA Health Scheme – Can claim back prescription, GP and optician charges, therapy allowance, private outpatient consultations, NHS parking claim back, EAP, 24/7 remote GP service, member discounts.
- 25 days annual leave + bank holidays, your birthday, house move and wedding day off.
- High Street Shopping Discount Scheme - Holidays, food and drink, insurance, sport, tech, high street, Ikea, M&S, cinema etc.
- Free Parking on site.
- Regular ‘Lunch & Learns’ and company wide ‘Elevenses’ meets to discuss company direction.
- Social Events – Summer and Christmas parties etc.
- Thank Q Awards – Monthly £50 winner, yearly £500 winner.
… and more.
Please note: Unfortunately, we can’t offer visa sponsorship.
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