Technical Support Manager

Parker Jones Group Ltd; Watford; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading technical support firm is looking for a Technical Support Manager based within approximately 2 hours of Watford. The successful candidate will lead a team of specialists, take ownership of complex escalations, and drive improvements in support processes. A strong background in building automation systems and excellent stakeholder management skills are essential. This role offers various benefits including technical equipment for remote work, a company car, and health insurance.

Benefits

Technical equipment for home office

Company car (professional and personal use)

Company pension and health insurance

Mobile phone

Qualifications

• Strong background in BMS / building automation systems (hardware and software).
• Experience leading or coordinating technical teams.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead, coach, and develop the Technical Support team.
• Take ownership of complex technical escalations and customer-critical issues.
• Drive continuous improvement of support processes and documentation.

Skills

Problem-solving

Technical training delivery

Team leadership

Stakeholder management

Tools

BMS / building automation systems

BACnet

Modbus

M-Bus

Job description

Job Title: Technical Support Manager

Department: Technical Support

Location: Must be based within approximately 2 hours' travel of Watford (e.g. Bristol, Birmingham, Nottingham, Norwich)

Working Hours: 37.5 hours per week

Reporting To: Operations Manager / UK Managing Director

Direct Reports: Technical Support Specialists (team of 2)

Role Purpose

To lead and develop the UK Technical Support function, ensuring high‑quality technical support, effective issue escalation, strong knowledge sharing, and close collaboration with internal teams and external partners. The role combines people leadership with hands‑on technical expertise and training.

Key Responsibilities

• Lead, coach, and develop the Technical Support team
• Take ownership of complex technical escalations and customer‑critical issues
• Drive continuous improvement of support processes and documentation
• Plan and deliver technical and product training for internal teams, partners, and Sales
• Act as the main technical point of contact between the UK business and wider technical stakeholders

Essential

• Strong background in BMS / building automation systems (hardware and software)
• Experience leading or coordinating technical teams
• Strong problem‑solving and troubleshooting skills
• Excellent communication and stakeholder management skills

Desirable

• Experience delivering or facilitating technical training
• Knowledge of BACnet, Modbus, and M‑Bus
• Exposure to cloud‑based systems
• Experience working with a BMS or building technology vendor

Benefits

• Technical equipment for home office
• Company car (professional and personal use)
• Company pension and health insurance
• Mobile phone
• And many more benefits