Technical Support Manager: Lead Service Desk Excellence

MillsHill Recruitment Limited; England; On-site; GBP 55,000 - 75,000; Full time

Job summary

MillsHill Recruitment Limited is seeking a Technical Support Manager to lead and develop the Service Desk, bridging front-line support with senior management while driving performance and customer satisfaction.

You will maintain hands-on knowledge of ISP technologies and provide escalation support on complex incidents. The role offers growth opportunities and a dynamic fast-growing environment.

Qualifications

• Proven Technical Support Manager with experience leading the Service Desk.
• Owns performance, culture and continuous improvement of the support teams.
• Hands-on understanding of the technical environment.
• Strong knowledge of ISP technologies including broadband, leased lines, Ethernet, 4G/5G, fixed wireless, VoIP, managed VPNs and SIP services.
• Provide technical guidance and escalation support to Service Desk on complex incidents.

Responsibilities

• Lead and develop the Service Desk function.
• Bridge front-line support and senior management.
• Own performance, culture and continuous improvement of the support teams.
• Ensure service quality, team capability and customer satisfaction.
• Maintain hands-on understanding of the technical environment.
• Provide technical guidance and escalation support on complex incidents.

Skills

Team leadership

Service Desk management

ISP technologies

TCP/IP

DNS

DHCP

VLANs

BGP

Routing

Switching

NAT

Firewall

VoIP

Managed VPNs

SIP services

Tools

VoIP

VPN

SIP

Job description

MillsHill Recruitment Limited is seeking a Technical Support Manager to lead and develop the Service Desk, bridging front-line support with senior management while driving performance and customer satisfaction.

You will maintain hands-on knowledge of ISP technologies and provide escalation support on complex incidents. The role offers growth opportunities and a dynamic fast-growing environment.