Technical Support Manager

InPost UK; Hemel Hempstead; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

InPost UK is seeking a Technical Support Manager to lead a dynamic team and ensure efficient resolution of technical issues. This hybrid role combines management and hands-on technical support, driving improvements across our innovative network of services. Ideal candidates will bring a proven IT support background and strong problem-solving skills, working towards reshaping the e-commerce logistics landscape.

Benefits

Enhanced Annual Leave 26 Days Plus the Option to Buy Additional Days per year

Vitality Health Care

Work from Anywhere 4 Weeks per year

Enhanced Parental Leave

Rail Loan

Volunteering Days

Hybrid Working (Role suitability dependent)

Bring Your Dog to Work Day (Every Friday)

Qualifications

• Proven experience in IT support engineering roles and in leading a team.
• In-depth working knowledge of Kibana, Elasticsearch, and SQL.
• Experience in fast-paced environments with high performance.

Responsibilities

• Lead and manage a team of four Technical Support Engineers.
• Manage and report on Key Performance Indicators.
• Oversee the escalation process for complex technical issues.

Skills

Problem-Solving

Technical Support

Tools

Kibana

Elasticsearch

SQL

Job description

InPost UK Hemel Hempstead, England, United Kingdom

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InPost UK Hemel Hempstead, England, United Kingdom

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InPost Head Office Network Hemel Hempstead Office Hybrid

At InPost we hire awesome people who arent afraid to bring ideas to the table, to make mistakes, and challenge the norm!

Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades old delivery universe? If so, read on, as were looking for a Technical Support Manager to join our Network Heath team!

Our mission? To switch up the status quo and become the UKs leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our transformative Send service, were bringing freedom to anyone with a parcel.

At InPost UK, were building an unparalleled group of talent thats committed to help us power our mission to reshape the way parcels move, and redefine eCommerce logistics. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply-chain. Were a passionate bunch with high ambition we collaborate, innovate, support each other, and leave egos at the door.

About the role ??

As a Technical Support Manager , you will be a first point of escalation for our Technical Support Team and to support to resolve issues with InPost Automatic Parcel Machines Software, hardware, and peripherals.

The Technical Support Manager will focus on both specific aspects of the IT department, such as applications, as well as general technical support to end-users whilst examining issues with IT software and equipment and developing and deploying solutions to keep systems working efficiently.

The Technical Support Manager will report in to our Head of Network Health and will also work with technicians and administrators in UK and Poland to resolve issues that require extra attention or indicate a larger problem within the IT ecosystem. This role requires strong technical and creative problem-solving skills mixed with client support and service.

What Youll Be Doing

• Lead and manage a team of four Technical Support Engineers, overseeing escalations and ensuring timely, effective resolution of complex technical issues.
• Manage, deliver and report on Key Performance Indicators, driving continuous improvement.
• Lead the training and development of internal and external stakeholders to enhance technical capabilities.
• Lead the creation, implementation, and maintenance of documentation for internal teams and contractors.
• Manage the escalation process for complex technical issues, ensuring swift resolution.
• Provide weekly reporting on root cause analysis for high-impact APM callouts, identifying trends and implementing fixes.
• Support Network Operations by managing technical calls within agreed SLA targets.
• Develop and maintain IT operational documents and best practice guidelines.
• Manage system testing and updates, ensuring minimal disruption to operations.
• Stay ahead of upcoming software and firmware changes, ensuring the team is informed and changes are implemented effectively and on time.
  
  

What We Need From You

Were looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. Were looking for people with drive and natural curiosity who want to do things differently. And do them brilliantly.

• Proven experience in IT support engineering roles and in leading a team is essential.
• In-depth working knowledge of Kibana, Elasticsearch, and SQL.
• Forward-thinking approach with the ability to work independently, take initiative, and drive resolution of complex issues.
• Skilled in identifying challenges and developing smart, efficient solutions.
• Experience delivering within a fast-paced, ever-evolving environment while maintaining high performance.
  
  

Technical Skills Required

Perks of the job!:

We love to reward our people for the great work they do:

• Enhanced Annual Leave 26 Days Plus the Option to Buy Additional Days per year
• Vitality Health Care
• Work from Anywhere 4 Weeks per year
• Enhanced Parental Leave
• Rail Loan
• Volunteering Days
• Hybrid Working (Role suitability dependent)
• Bring Your Dog to Work Day (Every Friday)
  
  

The InPost Process

We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if wed like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, youll then go through another one or two stages, depending on the level of the role.

At InPost, we love uniqueness. Our strength is our people.

We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT System Training and Support

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