Technical Support Manager: Lead High-Impact Support Team

Vermelo RPO; Tunbridge Wells; On-site; GBP 65,000 - 90,000; Full time

Job summary

VisionTrack is seeking an experienced Technical Support Manager to lead our 1st and 2nd Line Technical Support teams in Tunbridge Wells, Kent. You will drive service excellence, coaching and developing staff while managing complex customer escalations and high-priority incidents.

The role combines hands-on leadership with technical understanding of connected hardware and software, CCTV, vehicle technology and IoT solutions.

Qualifications

• Proven ability to lead 1st/2nd line technical teams.
• Strong track record in service delivery and SLAs.
• Experience solving complex technical issues across connected devices.

Responsibilities

• Lead and develop 1st and 2nd line teams to high performance and accountability.
• Own service performance and ensure timely, accurate customer support.
• Oversee ticket management, SLAs, incident response and escalations.
• Collaborate with Engineering, Product and Field Service to resolve complex issues.
• Drive continuous improvements in processes and support quality.

Skills

Team leadership

Operational management

Escalation handling

Customer service excellence

Tools

CTV

Video telematics

IoT

Job description

VisionTrack is seeking an experienced Technical Support Manager to lead our 1st and 2nd Line Technical Support teams in Tunbridge Wells, Kent. You will drive service excellence, coaching and developing staff while managing complex customer escalations and high-priority incidents.

The role combines hands-on leadership with technical understanding of connected hardware and software, CCTV, vehicle technology and IoT solutions.