Technical Support Manager: Lead & Elevate Service

DVS Ltd; Cardiff; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

DVS Ltd in Cardiff is seeking a Technical Support Manager to lead our Technical Support Department, driving day-to-day operations, service excellence, and KPI delivery. You will develop the team’s technical knowledge, oversee training, and ensure outstanding customer experience while upholding brand values.

The role emphasizes hands-on leadership, performance management, and collaboration with other departments to maintain high service standards and efficient issue resolution.

Qualifications

• Strong leadership and team development capabilities.
• Excellent interpersonal and communication skills.
• Proven ability to improve customer service and support quality.
• Analytical mindset with KPI reporting experience.
• Proactive problem-solving in a fast-paced environment.

Responsibilities

• Lead and support all areas of the Technical Support Department, ensuring efficient and effective day-to-day operations.
• Drive departmental performance by monitoring, developing, and reporting on KPIs through weekly and monthly data packs.
• Ensure all team members complete their individual and team KPI activities.
• Support the wider business and uphold the DVS brand by leading through example and promoting company values.
• Train and develop team members with a focus on technical knowledge, customer service, and continuous improvement.
• Maintain attendance and individual performance records, and conduct monthly 1-to-1 meetings with updates recorded in People HR.
• Coordinate supplier-led training and ensure content supports ongoing team learning.
• Deliver effective customer training as part of the DVS training program, in-house or online.

Skills

Leadership

Team management

Customer service

Analytical skills

Problem-solving

Communication

IT literacy

Tools

People HR

Job description

DVS Ltd in Cardiff is seeking a Technical Support Manager to lead our Technical Support Department, driving day-to-day operations, service excellence, and KPI delivery. You will develop the team’s technical knowledge, oversee training, and ensure outstanding customer experience while upholding brand values.

The role emphasizes hands-on leadership, performance management, and collaboration with other departments to maintain high service standards and efficient issue resolution.