Technical Support Manager - Lead & Elevate Customer Tech

Vermelo RPO; Royal Tunbridge Wells; On-site; GBP 55,000 - 75,000; Full time

Job summary

VisionTrack is seeking a hands-on Technical Support Manager in Tunbridge Wells to lead our 1st and 2nd Line Technical Support teams. You will drive service excellence, coach staff, and manage escalations in a fast-paced environment.

You will work across Hardware, IoT and cloud platforms, aligning with Engineering and Product teams to resolve complex issues and implement process improvements that raise customer satisfaction and reduce incidents.

Qualifications

• Managed technical support teams within a connected hardware and software environment.
• Strong understanding of how devices, connectivity and software platforms work together.
• Experience with vehicle CCTV, telematics or fleet technology is advantageous.

Responsibilities

• Lead and develop the 1st and 2nd Line Technical Support teams, creating a high-performing culture.
• Oversee ticket management, SLAs and escalation processes to ensure timely resolutions.
• Drive improvements in customer satisfaction, first-contact resolution and service quality.
• Collaborate with Engineering, Product, Field Service and Customer Experience teams to resolve complex issues.

Skills

People leadership

Operational management

Technical understanding

Job description

VisionTrack is seeking a hands-on Technical Support Manager in Tunbridge Wells to lead our 1st and 2nd Line Technical Support teams. You will drive service excellence, coach staff, and manage escalations in a fast-paced environment.

You will work across Hardware, IoT and cloud platforms, aligning with Engineering and Product teams to resolve complex issues and implement process improvements that raise customer satisfaction and reduce incidents.