Technical Support Manager – Fleet IoT & Telematics

VisionTrack; Royal Tunbridge Wells; On-site; GBP 65,000 - 80,000; Full time

Job summary

VisionTrack in Tunbridge Wells is seeking a hands-on Technical Support Manager to lead our 1st and 2nd Line teams. You will coach and develop staff, manage escalations and drive service excellence across hardware, software and cloud platforms.

You'll work closely with Engineering, Product and Customer Experience to resolve complex issues, improve SLAs and deliver outstanding customer service while shaping a high-performing support function in a fast-paced AI-powered video telematics business.

Qualifications

• Experience leading 1st/2nd line technical support teams.
• Strong customer-service mindset with proven SLA delivery.
• Ability to manage escalations and complex incidents.
• Experience with hardware/software, IoT or connected vehicle tech is a plus.

Responsibilities

• Lead and develop the 1st and 2nd Line Technical Support teams.
• Set objectives, monitor performance and oversee recruitment and onboarding.
• Own service performance and manage customer escalations.
• Oversee ticket management, SLAs and incident response.
• Collaborate with Engineering, Product, Field Service and Customer Experience teams.

Skills

People leadership

Customer service

Escalation management

SLA management

Hardware & software support

Job description

VisionTrack in Tunbridge Wells is seeking a hands-on Technical Support Manager to lead our 1st and 2nd Line teams. You will coach and develop staff, manage escalations and drive service excellence across hardware, software and cloud platforms.

You'll work closely with Engineering, Product and Customer Experience to resolve complex issues, improve SLAs and deliver outstanding customer service while shaping a high-performing support function in a fast-paced AI-powered video telematics business.