Technical Support Manager

Moto Hospitality; Dunstable; Hybrid; GBP 62,000 - 76,000; Full time

Job summary

Moto Hospitality is seeking a Technical Support Manager to lead IT service delivery and technical operations. The role involves managing critical IT services, leading support teams, and ensuring smooth transitions of new technologies, all while maintaining high standards of service and fostering strong relationships with stakeholders.

Benefits

Bonus: Annually up to 20%

25 days holiday

Exclusive discounts: Up to 60% off for you, your partner, and loved ones

Enhanced maternity and paternity

Pension, sick pay, and life assurance

Qualifications

• Proven expertise in Office 365, Active Directory, and Windows Server support.
• Strong understanding of LAN/WAN troubleshooting.
• Extensive experience with Cisco router configurations.

Responsibilities

• Lead and manage the 2nd and 3rd line support teams.
• Conduct root cause analysis to enhance business systems.
• Manage relationships with third-party providers.

Skills

Office 365

Active Directory

Windows Server

LAN/WAN troubleshooting

VoIP

Cisco router configuration

Microsoft 365 Administration

Job description

Technical Support Manager | £62,000 - £76,000 | Hybrid (some travel to Moto sites required)

Are you an experienced IT leader ready to take charge of high-impact service delivery and technical operations? Do you thrive in fast-paced environments where problem-solving and strategic thinking drive success? If so, we have the perfect opportunity for you!

Dynamic and fast paced, Moto is ideal for individuals who are looking for a career which provides maximum opportunities. If you have energy, passion for quality and a real desire to deliver exceptional results you will do well here.

We’re Moto, we’re the future of motorway rest stops, and we want you to be part of that future.

The Role

As the IT Service & Support Manager, you'll be at the forefront of managing critical IT services, leading the 2nd and 3rd line support teams, and ensuring seamless transition of new technologies into business operations. Your technical expertise, leadership skills, and service management knowledge will be instrumental in maintaining high standards of IT support, driving down call volumes, and strengthening relationships with key stakeholders.

Benefits:

Bonus: Annually up to 20%

25 days holiday

Exclusive discounts: Up to 60% off for you, your partner, and loved ones

Inclusive benefits: Enhanced maternity, paternity, pension, sick pay & life assurance

Key Responsibilities:

• Lead and manage the 2nd and 3rd line support teams, ensuring efficient scheduling, SLA compliance, and accurate reporting.
• Conduct root cause analysis to drive continuous improvement and enhance business systems.
• Manage relationships with third-party providers to maximize service benefits.
• Oversee procurement, maintenance, and refresh of desktop and mobile hardware within budget.
• Monitor system performance to proactively resolve issues before they impact business operations.
• Spearhead service transition for key strategic projects, including POS systems, QSR solutions, and legacy risk reduction.
• Ensure IT service continuity and excellence by leveraging ITIL principles and monitoring key performance indicators.
• Work with managed service providers (MSPs) to ensure network uptime and operational efficiency.
• Provide strong leadership to the technology support team, fostering a culture of collaboration, performance, and development.
• Actively support cyber response initiatives, coordinating resources and adapting processes to mitigate risks effectively.
  
  

Technical Skills & Experience:

• Proven expertise in Office 365, Active Directory, and Windows Server support.
• Strong understanding of LAN/WAN troubleshooting, VoIP, and MDM/mobile setup.
• Extensive experience with Cisco router configurations and network optimization.
• Administration of Microsoft 365, including Exchange Online, SharePoint, Teams, and compliance/security features.
• Ability to identify recurring incident ticket trends and implement proactive solutions.
  
  

What We're Looking For:

• A hands-on leader, ready to dive into challenges alongside the team.
• A strategic thinker who can manage service delivery through business transitions.
• An excellent communicator, able to engage stakeholders at all levels.
• A problem-solver with a commitment to continuous improvement and service excellence.
  
  

This is more than just a role—it's an opportunity to shape the future of IT service delivery in a dynamic and growing organization. If you're ready to lead with impact, we’d love to hear from you!