TECHNICAL SUPPORT MANAGER

Location: High Wycombe

Contract Type: Permanent

Salary Range: £38,249 - £42,882

Hours per week: 37

Closing Date: 29/06/2025

Full Time - Permanent - High Wycombe (travel to other sites as required)

Buckinghamshire New University is an ambitious, modern university that is always open to fresh ideas and thinking. We believe in the transformative power of education, and in doing the right thing by our students, people and local community. Our BNU community is a special place to work and study, where people who want to make a difference can contribute and succeed.

Our University’s DRIVE values are at the heart of all that we do. We are united in being dynamic, responsible, inclusive, visionary and empowering to ensure that we provide the best experience to our learners and offer excellent service to our partners and to each other as colleagues. Our commitment to these values is unwavering and they are central to our mission.

An exciting opportunity has arisen within the Digital & Technical Services (DTS) Directorate for a Technical Support Manager (TSM) to lead our second-line Technical Support Team (TST), delivering critical IT and AV services across the University. This is a hands-on, technically focused leadership role designed for someone ready to shape the future of our digital campus.

As TSM, you will be responsible for the reliable operation, development and continuous improvement of end-user devices, collaboration platforms, AV infrastructure, digital signage, print services and virtualised environments. You will act as the senior technical escalation point and take ownership of key systems including Microsoft Teams, Intune, SCCM, Jamf Pro, HP AnyWare and AppsAnywhere.

You will lead a skilled team of Technical Specialists and Desktop Support Technicians, coordinating daily service delivery while mentoring staff and developing specialist capabilities aligned with curriculum delivery and emerging technologies such as XR and AI. You will work closely with the Head of Operations and wider DTS colleagues to ensure alignment with University priorities, digital transformation goals and service quality expectations.

This is a hands-on technical leadership role for a senior engineer wishing to step into management; this is not just an oversight post. You will be actively involved in system rollouts, testing, troubleshooting, documentation, and stakeholder engagement, while managing team rotas, performance, and staff development.

The Ideal Candidate Will Demonstrate:

• Strong hands-on experience in IT operations and second-line support within an ITIL-aligned framework.
• Advanced knowledge of end-user device deployment and lifecycle management, including Microsoft Intune, SCCM, Autopilot and Jamf Pro.
• Understanding of TCP/IP, networked environments and virtual desktop/application solutions (e.g. HP AnyWare, AppsAnywhere).
• Proven ability to support and integrate AV technologies, collaboration tools and digital learning platforms.
• Confidence in leading technical teams, including coaching, task planning, and rota management.
• Experience working in fast-paced, user-focused environments where reliability, documentation and communication matter.
• Ability to explain complex technical issues in accessible terms to non-technical stakeholders.
• Commitment to continuous improvement, innovation and inclusive team development.

Please note that interviews will be held in-person at our High Wycombe campus and will include the candidate delivering a short presentation.

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.
• Discounted 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.

For further information about this role please contact us. All applications are to be made in full and online.

BNU is proud to have a diverse community and a strong track record of diversity, equity and inclusion. We are committed to promoting an inclusive and diverse workplace and aim to continue building an environment where everyone thrives and can be themselves. We therefore particularly encourage applications from candidates who are likely to be underrepresented in BNU’s workforce. These include people from global majority backgrounds, people with disabilities, and LGBTQI+ people, particularly in more senior roles.

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.

We ensure that our interview/shortlisting Chairs complete the relevant e-learning and/or inclusive recruitment training.

Closing Date: 29th June 2025

Interview Date: w/c 7th July 2025

If you are successful in securing an interview for the role, you will be required to provide proof of eligibility to work in the UK.

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. The University is also committed to achieving the Race Equality Charter.