At a Glance
- Tasks: Lead a dynamic Technical Support Team to deliver top-notch tech support across the university.
- Company: Join a forward-thinking university that values diversity and innovation.
- Benefits: Enjoy 30 days holiday, hybrid working, training support, and free gym membership.
- Other info: Be part of a vibrant community focused on social mobility and digital transformation.
- Why this job: Make a real impact in a role that combines tech expertise with leadership.
- Qualifications: Experience in managing technical support teams and strong IT skills required.
The predicted salary is between 38784 - 43482 £ per year.
Full Time - Permanent - High Wycombe (travel to other sites as required)
Salary - £38,784 - £43,482
We’re not trying to fit in with the higher education status quo. We’re challenging it. We’re doing things differently - because our students, our staff, and our world need us to.
An opportunity has arisen within the Digital & Technical Services Directorate for a Technical Support Manager to lead and develop the University’s second-line Technical Support Team.
You will be responsible for the effective delivery of second-line technical support across the University’s end-user devices, applications, audio-visual services, teaching and working spaces, print services and associated digital workplace environment. You will provide senior technical leadership, ensure effective asset and service controls, and support the testing and operational readiness of new and changed services.
As Technical Support Manager, you will lead, manage and develop the Technical Support Team, setting clear standards for performance, accountability, technical quality and customer service. You will plan and prioritise the team’s operational, project and improvement workload, address performance and capability issues, and provide hands-on technical leadership for complex incidents, deployments and service improvements where required.
The Ideal Candidate Will Demonstrate:
- Experience of leading and managing a technical support team in a complex, customer-focused environment;
- Strong current knowledge of endpoint management, device deployment, application delivery and support across Microsoft Windows, macOS and mobile platforms;
- Experience of improving team performance, capability, processes and service standards;
- The ability to provide senior technical escalation, challenge and assurance;
- Experience of supporting audio-visual, teaching-space or digital workplace technologies;
- A good understanding of IT service management principles and operational service readiness;
- Strong planning, problem-solving and decision-making skills;
- The ability to explain complex technical issues clearly to technical and non-technical audiences.
What We Offer:
- A generous holiday entitlement (30 days per annum, plus bank holidays & closure days)
- Hybrid working (dependent on business needs)
- Training & development support opportunities
- Contributory pension scheme
- Free gym membership for our on-site gym
- A range of staff discounts with major retailers.
If you have the qualities and attributes representative of the University’s values and ambition, we would be delighted to hear from you.
We are committed to promoting an inclusive and diverse workplace and aim to continue building an environment where everyone thrives and can be themselves.
Please let us know if you require any adjustments or support during the recruitment process. We are happy to discuss any reasonable adjustments that would enable you to perform to the best of your abilities in your role.
Closing Date: 6th September 2026. It may be closed earlier if there is a high volume of applications.
Interview Date: w/c 5th October 2026.
The advert may close before the deadline if a high volume of suitable applications are received.
If you are invited to interview for this role, you will need to provide evidence of your eligibility to work in the UK and if on a visa, current visa and status. Sponsorship is dependent on the salary level of the position.
BNU is a Disability Confident employer and as such you will be given the opportunity to declare a disability as part of the application process.
Main Duties & Responsibilities Of The Role:
- Manage the day-to-day activities of the Technical Support Team including line management responsibilities such as recruitment and selection, task coordination, performance management, professional development, motivation, health & safety and wellbeing.
- Supervisory duties including motivating and supporting team members, giving direction and feedback and ensuring adequate staffing cover to maintain continuous service delivery across campuses.
- Serve as the senior technical escalation point for complex issues across end user computing, print and AV services and systems, leading root cause analysis and contributing to long-term service stability.
- Take ownership of technical environments such as Microsoft Teams, asset management (hardware and software), remote learning/virtualisation platforms and audio-visual dependent teaching and learning spaces ensuring a high-quality and reliable student and staff experience.
- Guide the specification and implementation of AV solutions including rack builds and classroom and lecture space setups.
- Lead the deployment, configuration and lifecycle of device management solutions.
- Collaborate with key stakeholders and teams on system rollouts, OS/image builds and business software upgrades.
- Lead the development and execution of technical testing plans for end-user devices, images and applications.
- Manage the introduction of new or updated services into the operational environment ensuring appropriate testing, documentation and support models are in place.
- Monitor the health and efficiency of the end-to-end print service ensuring stability and responsive support.
- Provide technical mentorship to team members through hands-on pairing, structured learning paths and knowledge sharing.
- Support the Head of Operations in developing specialist capabilities within the team.
- Work closely with the Head of Operations to align technical support services with University priorities.
- Participate in digital programme initiatives as a subject matter expert.
- Represent technical operations in relevant change boards, project planning meetings and technical working groups.
- Support internal pilot initiatives and proof-of-concept testing of new platforms, services or equipment.
- Horizon-scan for emerging technologies and identify and implement automation opportunities.
- Contribute to the development of performance metrics and analytics dashboards to drive service improvements.
- Ensure full lifecycle management of hardware and software assets.
- Ensure information, information assets and systems are managed in accordance with University policies and applicable legislation.
- Comply with relevant legislative and other requirements in all working practices.
PERSON SPECIFICATION - Essential Criteria Only:
- Educated to degree level in a relevant subject or equivalent professional experience.
- Evidence of continued professional development in relevant technologies or platforms.
- Professional certifications or training in modern endpoint management, AV, or service delivery.
- Delivering an excellent customer experience.
- Experience supporting IT services in a multi-site, complex technical environment.
- Demonstrable success in managing a second-line IT support or technical services function.
- Hands-on experience with device management platforms.
- Experience supporting AV systems and collaboration platforms in learning or enterprise environments.
- Experience leading or mentoring technical staff.
- Exposure to digital transformation, automation or service improvement initiatives.
Skills:
- Digitally able and proficient in M365 tools.
- Strong technical problem-solving skills and ability to perform root cause analysis.
- Ability to explain complex technical issues clearly to both technical and non-technical stakeholders.
- Confident in developing technical documentation and knowledge base content.
- Effective planning, time management and prioritisation skills in a multi-task environment.
- Skilled in managing performance, providing feedback and developing staff capability.
- High level of professional communication skills (written and verbal).
Special Requirements:
- Occasional need to work across other BNU campuses.
- Flexibility and willingness to work occasional evenings/weekends/out of hours/on call for planned events or critical change activity.
- Commitment to promoting and supporting inclusive, accessible and digitally-enabled services.
Behavioural INDICATORS:
- Delivering excellent service.
- Finding solutions.
- Achieving results.
Technical Support Manager in Bridge employer: Buckinghamshire New University
Buckinghamshire New University is an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation. Located in the picturesque town of High Wycombe, employees benefit from a hybrid working model, generous holiday entitlement, and ample opportunities for professional growth, making it an ideal place for those seeking meaningful and rewarding careers in education.
Contact Details:
Buckinghamshire New University Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager in Bridge
✨Join the IT Consultancy Buzz
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We think you need these skills to ace Technical Support Manager in Bridge
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Buckinghamshire New University.
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Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Buckinghamshire New University. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
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How to prepare for a job interview at Buckinghamshire New University
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
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✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
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Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
