Technical Support Manager - Projects

Rank Group; United Kingdom; Remote; GBP 70,000 - 90,000; Full time

Job summary

Grosvenor Casinos is seeking a Projects Technical Support Manager to lead a field-based team, ensuring incidents are resolved quickly and service levels are achieved across a national estate in the UK.

The role combines operational management, technical expertise and continuous improvement to drive service excellence, safety and asset standards in a fast-paced hospitality environment.

Qualifications

• Experience managing field-based technical teams and performance management.
• Background in technical maintenance, field service, or service operations.
• Experience delivering technical projects, upgrades, or improvements.
• Ability to work independently and contribute to a team culture.
• Willingness to travel extensively across the UK.

Responsibilities

• Lead the delivery of technical support services across Grosvenor Casino venues and manage incidents and service levels.
• Coach and develop field support technicians; plan rosters and allocate resources.
• Plan maintenance, installations and support to minimise disruption and maximise performance.
• Ensure all technical work complies with safety, policies and asset standards.
• Monitor service performance, report trends and drive improvements in quality and cost control.
• Build relationships with venue teams, suppliers and partners to support priorities and change.
• Support projects, upgrades and new installations with standardisation and continuous improvement.
• Provide leadership during incidents and escalations to resolve issues quickly.

Skills

Field team leadership

Performance management

Coaching & development

Resource planning

Incident & escalation management

Job description

Why This Role Matters

As Projects Technical Support Manager, you'll play a critical role in maintaining the performance and reliability of our technical infrastructure.

Leading a team of field-based technicians, you'll ensure technical issues are resolved quickly, installations are delivered effectively, and service standards remain consistently high across our venues.

This is a hands-on leadership role that combines operational management, technical expertise and continuous improvement, helping to drive service excellence throughout the business.

What You'll Be Doing

• Leading the delivery of technical support services across Grosvenor Casino venues, ensuring incidents, faults and escalations are managed effectively and service levels are achieved.
• Managing, coaching and developing a team of Field Support Technicians, including performance management, training, rota planning and resource allocation.
• Planning and coordinating maintenance, installations and support activity to minimise operational disruption and maximise service performance.
• Ensuring all technical work is delivered safely and in line with company policies, regulatory requirements and asset management standards.
• Monitoring service performance, identifying trends and producing insightful reporting to drive improvements in quality, efficiency and cost control.
• Building strong relationships with venue teams, operational stakeholders, suppliers and external partners to support business priorities and technical change.
• Supporting technical projects, upgrades and new installations while driving standardisation, best practice and continuous improvement across the support function.
• Providing leadership during incidents and escalations, ensuring issues are resolved quickly and effectively.

What We're Looking For

We're looking for a driven and organised technical leader who thrives in a fast-paced, multi-site environment and has a passion for delivering exceptional service.

Essential Experience & Skills

• Experience managing field-based technical teams, including performance management, coaching, scheduling and workload planning.
• Proven experience within technical maintenance, field service, installation or technical service operations.
• Experience supporting technical projects, upgrades, installations or service improvement initiatives.
• Ability to work independently, make informed decisions and contribute positively to a collaborative team culture.
• Flexibility to travel extensively and support operational requirements across the UK.

Desirable

• Previous experience in a Senior Technician, Technical Manager, Field Service Manager or similar leadership role.
• Experience supporting technology within a customer-facing, hospitality, leisure or gaming environment.

What's In It For You?

At Grosvenor Casinos, you'll join a business that's investing in innovation, technology and customer experience.

You'll have the opportunity to lead a talented technical team, influence service improvements across a national estate and play a key role in supporting the future success of our venues.

Additional Information

This role requires regular nationwide travel and overnight stays, which are essential to supporting our venues and operational priorities across the UK.