Technical Support Manager - Bristol (Hybrid)

BT Group; West of England; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

10% on target annual bonus

Private GP 24/7 for you and family

Pension scheme – 5% from you and 10%

Holiday purchase scheme

Discounted BT products

Job summary

BT Group in Bristol is seeking a Service Operations Specialist to lead a local technical support team and ensure exceptional service delivery. The role manages escalations, drives improvements, and collaborates across functions to maintain high standards of support for obligations platforms.

The position is based in Bristol with a hybrid pattern (3 days in-office, 2 remote). A strong background in ITIL practices and leadership is essential for success.

Qualifications

• ITIL 4 and service management knowledge are essential.
• Experience leading technical support teams and managing escalations.
• Understanding of incident, problem and change management processes.

Responsibilities

• Lead a local technical support team to deliver exceptional service.
• Oversee resolution of complex technical issues and escalations.
• Drive continuous improvement and implement support strategies.
• Collaborate with cross-functional teams to meet service standards.
• Balance strategic tasks with hands-on support management.

Skills

ITIL 4

Incident management

Change management

Decision making

Problem management

Job description

BT Group in Bristol is seeking a Service Operations Specialist to lead a local technical support team and ensure exceptional service delivery. The role manages escalations, drives improvements, and collaborates across functions to maintain high standards of support for obligations platforms.

The position is based in Bristol with a hybrid pattern (3 days in-office, 2 remote). A strong background in ITIL practices and leadership is essential for success.