Technical Project Manager, Technical Support (UK Remote)

TN United Kingdom; Manchester; Remote; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a detail-oriented Technical Project Manager to lead key initiatives within their Technical Support Team. This role is pivotal in enhancing support operations, focusing on incident response and customer communication. Ideal candidates will have a strong project management background and a passion for improving customer experiences. Join a collaborative and innovative environment that values growth and offers opportunities in a fast-paced tech landscape. If you are driven by process improvements and enjoy working cross-functionally, this role is perfect for you.

Benefits

Health Coverage

Education Reimbursement

Paid Time Off

Wellness Days

Charitable Matching

Home Office Reimbursement

Mental Health Support

Parental Leave

Retirement Plans

Qualifications

• 3+ years of project management experience in technical environments.
• Strong understanding of incident response and communication best practices.
• Ability to work cross-functionally in a fast-paced environment.

Responsibilities

• Lead incident response processes and manage communication workflows.
• Collaborate with various teams to enhance customer communication.
• Oversee customer notifications during system disruptions.

Skills

Project Management

Incident Response Frameworks

Communication Skills

Organizational Skills

Analytical Skills

Problem-Solving Skills

Agile Methodologies

Education

ITIL Certification

PMP Certification

Tools

Jira

Zendesk

Asana

Trello

Job description

Technical Project Manager, Technical Support (UK Remote), Manchester

Client: Turnitin, LLC

Location: Manchester, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 2b83184cd6e2

Job Views: 6

Posted: 24.04.2025

Expiry Date: 08.06.2025

Job Description

We are seeking a highly organized and detail-oriented Technical Project Manager to join our Technical Support Team. This role will oversee key technical projects that enhance our support operations, including incident response processes, customer notifications, and cross-functional initiatives to improve efficiency and communication.

The ideal candidate has experience in project management within a technical environment, strong written and verbal communication skills, and a passion for driving process improvements that enhance the customer experience.

Key Responsibilities

1. Lead and manage incident response processes, ensuring swift coordination between technical teams, support, and stakeholders.
2. Collaborate with Technical Support, Engineering, Product, Customer Success, and other teams to define incident management and customer communication workflows.
3. Work with Customer Success and Support leadership to understand customer impact and document communications and FAQs.
4. Oversee customer notification processes, ensuring timely, clear, and effective communication during system disruptions and updates.
5. Write customer-facing communications and respond to inbound customer emails with input from relevant teams.
6. Provide internal communications and workflows within Support to manage customer notifications and inquiries.
7. Coordinate with Product and Engineering to understand data requirements and implement customer response processes.
8. Develop and maintain project plans, timelines, and documentation for support initiatives.
9. Identify opportunities for automation and efficiency in incident handling and outreach.
10. Drive post-incident reviews, track actions, and ensure continuous improvement.
11. Implement best practices for change management and stakeholder communication.
12. Monitor and report on KPIs related to incident response and customer communication.

Qualifications

Required

• 3+ years of project management experience in technical or support environments.
• Understanding of incident response frameworks, ITSM, and customer communication best practices.
• Experience with ticketing tools (e.g., Jira, Zendesk).
• Strong organizational, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Familiarity with agile methodologies and project management tools (e.g., Asana, Trello).
• Ability to work cross-functionally in a fast-paced environment.

Preferred

• Experience in SaaS or B2B tech companies.
• ITIL or PMP certification.
• Knowledge of AI-driven support tools and automation.

Why Join Us?

• Lead initiatives that impact customers and business success.
• Collaborative, innovative environment fostering growth.
• Opportunities within a fast-paced tech company.

Additional Information

Turnitin offers a comprehensive Total Rewards package including competitive pay, health and wellness programs, generous time off, and a remote-centric culture supporting work-life balance.

Our Mission: To ensure the integrity of global education and improve learning outcomes.

Our Values: Customer Centric, Passion for Learning, Integrity, Action & Ownership, One Team, Global Mindset.

Global Benefits

• Remote-first culture, health coverage, education reimbursement, paid time off, wellness days, holidays, volunteer time, charitable matching, home office reimbursement, mental health support, parental leave, retirement plans.

Note

We encourage candidates to apply even if they meet most but not all criteria. Turnitin is committed to diversity and equal opportunity employment.