About the role

As a Technical Support Manager, you will be responsible for leading and developing a high-performing local technical support team, ensuring the delivery of exceptional service to customers and stakeholders in the support of obligatory platforms and services.  You will oversee the resolution of complex technical issues, drive continuous improvement initiatives, and implement support strategies that enhance operational efficiency and customer satisfaction. Working closely with cross-functional teams, you will provide technical leadership, manage escalations, and ensure adherence to service standards and best practices. The role requires strong people leadership, excellent problem-solving skills, and the ability to balance strategic tasks with hands-on support management.

This job role is based in Bristol. Hybrid (3 days office based & 2 days remote). Mon-Fri 37.5. SC Security Clearance is required. Must have lived in UK for 5+ years to obtain clearance. 

What you’ll be doing

• Leads a Programme of work that ensures that all Obligations platforms remain stable and able to provide data as required under our legal obligations.
• Leads and owns the maintenance of capabilities on the mobile networks and platforms to ensure compliance with relevant legislation and HMG security requirements whilst protecting the interests of the business.
• Leading in the resolution of incidents within agreed timescales and that changes are efficiently managed, implemented and communicated to all key stakeholders.
• Contributes to meeting business objectives, solving business problems and furthering business success by applying industry, applications and technical knowledge through the development of operational processes and procedures.
• Lead and contribute to the development of service improvements initiatives and that they are maintained and followed as appropriate.

Essential Skills / Experience

• Decision Making
• ITIL 4
• Change Management
• Continuous Improvement
• Incident Management

Desirable Skills / Experience

Essential Skills/ Experience

• Incident, Problem & Change management (ITIL)  
• Taking ownership of issues and follow them through to resolution.
• Knowledge of the EE mobile core network, specifically voice/data/SMS services
• Leading and developing teams

Desirable Skills/Experience

• Expert knowledge of specified mobile products and services including their platforms and underlying network architecture
• Knowledge of specific end to end Obligations system design, standards and applicable underlying security requirements to facilitate support of those platforms.
• Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases).
• On Call: Provide on call cover as required

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.

You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus

• Access to an online private GP 24/7 for you and your immediate family

• Market-leading paid carers leave with up to 2 weeks off

• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay

• Discounted EE and BT products, including mobile and broadband

• Market leading Pension scheme – 5% from you and 10% from us

• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Ready to connect for good and help shape the future? Apply now

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