Technical Support Manager

PEN Group; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Annual leave 7.2 weeks

Employee Assistance Programme (HAWisom

Virtual GP access (Livi)

Speak Up Service

Wellbeing & coaching support (Wisdom)

Discounts and perks (Bright Exchange)

Job summary

Planet Education Networks (PEN Group) seeks an experienced Technical Support Manager to lead its software application support function on-site in London. You will oversee a hands-on team, develop processes, monitor SLAs and collaborate with Projects, Developers and QA to resolve software issues efficiently.

The role emphasizes team leadership, recruitment, workload planning and continuous improvement of support operations for SaaS platforms.

Qualifications

• Minimum 2 years leading or managing a software application support team.
• Proven ability to develop and maintain software support processes.
• Hands-on recruitment and onboarding of technical support staff.
• Strong knowledge of SLAs, response/resolution targets and reporting.
• Experience supporting live software platforms and coordinating bug fixes.
• Familiar with Zendesk, Freshdesk, Intercom or similar support platforms.

Responsibilities

• Lead and develop the software application support team and allocate workload.
• Define, implement and monitor ticket management, prioritisation and escalation.
• Recruit, interview, onboard and train technical support staff.
• Monitor SLAs and ensure timely responses and resolutions.
• Coordinate bug fixes with Development and QA teams.
• Track KPIs, review backlogs and drive efficiency improvements.
• Analyse recurring issues and coordinate long-term solutions.
• Collaborate with Project Managers, Developers, QA and business stakeholders.
• Support software launches and platform rollouts with proper processes.
• Review performance reports and drive service-delivery improvements.

Skills

Leadership

Software application support

SLA management

Recruiting & onboarding

Team development

Stakeholder collaboration

Tools

Zendesk

Freshdesk

Intercom

Jira

Azure DevOps

Job description

Organisation: Planet Education Networks (PEN Group)

Job Title: Technical Support Manager

Employment Type: Full-time

Work Schedule: Monday to Friday, 9am - 5pm (40 hours per week)

Work Location: On-site - HX, 12th Floor, 1 Harbour Exchange, Canary Wharf, London, E14 9GE

Applicants must have the legal right to work in the UK without employer sponsorship and be able to maintain that right for at least the next 3 years. PEN Group is unable to provide visa sponsorship for this role.

About the Role

Planet Education Networks (PEN Group) is looking for an experienced Technical Support Manager to lead and develop its software application support function. The role focuses on software application and project support, rather than traditional IT infrastructure or helpdesk management. You will lead the technical support team, develop and improve support processes, monitor SLAs and performance, and work closely with Project Managers, Developers, QA teams and business stakeholders to ensure software issues are resolved efficiently. You will also oversee recruitment, onboarding, workload allocation and team development, ensuring the support function operates effectively and continuously improves. We are looking for a proactive manager with strong leadership skills, hands-on software support experience and a proven ability to improve support operations, manage service performance and drive continuous improvement.

Key Responsibilities

• Lead and manage the software application support team, including workload allocation, performance monitoring and team development.
• Create, implement and maintain support processes, including ticket management, issue prioritisation and escalation procedures.
• Recruit, interview, evaluate and onboard technical support team members.
• Monitor Service Level Agreements (SLAs), ensuring response and resolution targets are met.
• Oversee software application support, investigate issues, coordinate bug fixes and work closely with Development and QA teams.
• Define and monitor support KPIs, review ticket backlogs and identify opportunities to improve team efficiency.
• Analyse recurring support issues, identify underlying causes and coordinate long-term solutions.
• Collaborate with Project Managers, Developers, QA teams and business stakeholders to ensure issues are resolved effectively.
• Support software launches, implementations and platform rollouts, ensuring appropriate support processes are in place.
• Review support performance reports, identify service gaps and implement improvements to service delivery.

Skills & Experience

• Minimum of 2 years' experience leading or managing a software application support team.
• Proven experience developing and maintaining software support processes, including ticket management, prioritisation and escalations.
• Previous hands-on experience recruiting and onboarding technical support colleagues.
• Strong understanding of SLAs, response and resolution targets, escalation management and performance reporting.
• Experience supporting live software platforms, investigating application issues and coordinating bug fixes.
• Experience defining and tracking support KPIs, monitoring ticket backlogs and improving team performance.
• Ability to work closely with Project Managers, Developers, QA teams and business stakeholders.
• Strong leadership, communication, organisational and problem-solving skills.
• Previous experience supporting SaaS platforms, software applications or project implementations.
• Familiarity with support platforms such as Zendesk, Freshdesk, Intercom or similar.
• Experience using Jira, Azure DevOps or similar software delivery tools.
• Experience supporting software launches, implementations or platform rollouts.
• Knowledge of incident management, root cause analysis and continuous improvement practices.
• Annual leave (7.2 weeks)
• Company Sick Pay.
• Statutory maternity and paternity pay.
• Employee Assistance Programme (HA Wisdom Wellbeing)
• Virtual GP access (Livi)
• 'Speak Up Service' - confidential support service to report any workplace concerns
• Specialist physical and mental wellbeing support services with 24/7 confidential counselling support (Wisdom)
• Financial, legal and medical advice services provided (Wisdom)
• Life & Leadership coaching (Wisdom)
• Financial coaching (MUNNY)
• Discounts and perks, offering savings on shopping, activities and more (Bright Exchange)
• Self development and Self taught trainings