At a Glance
- Tasks: Lead a dynamic support team, ensuring top-notch service delivery and user experience.
- Company: Join Hyve, a fast-growing B2B events organiser with an entrepreneurial spirit.
- Benefits: Competitive salary, career development, and a culture of belonging.
- Other info: Collaborative environment with opportunities for continuous improvement and growth.
- Why this job: Make a real impact by modernising support through automation and AI.
- Qualifications: Experience in team management and a good grasp of tech concepts.
The predicted salary is between 50000 - 65000 £ per year.
Reports to: Director
Location: London
Job type: Full time, on-site 5 days.
A bit about us
We’re Hyve - organiser of the world’s fastest-growing and most forward-thinking B2B events. As the chosen event partner to many of the world’s leading companies, our platforms play a critical role in their strategies - helping them enter new markets, accelerate growth and connect with the people who matter most. Our portfolio features some of the world’s leading events in sectors like ecommerce, healthcare, edtech, and fintech. We’re growing fast with an entrepreneurial culture that empowers big ideas and quick action, plus an ambitious acquisition strategy bringing exciting new events into our mix. Alongside our market-leading events, we’re building tech and data-driven products that supercharge connections – from one-to-one meeting programs and curated table talks to year-round engagement platforms. Whatever your role, you’ll join a global team redefining how industries connect, collaborate, and grow – working with some of the most talented people in the business.
A bit about you
First things first: whatever your background, beliefs or ambitions, there’s a culture of belonging at Hyve — and everyone is welcome. The question isn’t where you’ve come from, but where you want to go. You’ll thrive here if you’re curious, collaborative and not afraid to challenge convention. We look for people who take pride in what they do, who are excited by change and always moving forward. The kind of people who stay open, keep learning, and look for better ways to make an impact. Our shared behaviours guide how we work: we dare to do things differently, own our work, embrace collaboration, stay true to ourselves and others, and remember that optimism wins. If that sounds like you, you’ll fit right in.
A bit about the role
As the Technical Support Manager, you will be responsible for leading Hyve’s front line support function, ensuring high-quality, responsive, and consistent support across the organisation. This is a leadership and operational management role, requiring strong organisational capability, people management skills, and business acumen. While a solid understanding of core technology concepts is expected, this role is not focused on deep technical expertise. Your strength will be in leading teams, improving service delivery, and ensuring support services align with business needs.
A key focus of the role will be driving the modernisation of support through self-service, automation, and intelligent AI-driven capabilities, reducing reliance on manual intervention while improving user experience and service efficiency.
As part of your job, you’ll be:
- Team Leadership & People Management
- Lead and manage front line support staff, including performance, development, and daily operations
- Build a high-performing, customer-focused support function
- Provide coaching, mentoring, and structured career development for team members
- Ensure appropriate global coverage, capability, and resourcing
- Drive accountability, ownership, and service excellence within the team
- Service Delivery & Operational Management
- Ensure consistent, high-quality delivery of support services across all business users
- Own the day-to-day operation of incident, request, and escalation management
- Ensure issues are prioritised, progressed, and resolved within agreed service levels
- Act as the escalation point for major or high-impact service issues
- Maintain a strong focus on user experience and service responsiveness
- Self-Service, Automation & AI Enablement
- Drive adoption of end-user self-service capabilities, reducing dependency on manual support processes
- Identify and implement opportunities for automation across common support tasks and workflows
- Leverage AI and intelligent tooling (e.g. virtual agents, knowledge systems, automation platforms) to improve service efficiency and user experience
- Ensure knowledge is structured, accessible, and continuously improved to enable user self-resolution
- Partner with engineering teams to embed automation and reduce repeat incidents at source
- Service Performance & Continuous Improvement
- Define and manage service performance metrics (SLAs, KPIs, response and resolution times)
- Analyse trends, recurring issues, and user demand to drive improvements
- Identify root causes of issues and ensure long-term fixes are implemented via engineering teams
- Continuously improve processes, tooling, and service quality
- Ensure support services scale effectively with business growth
- Business Engagement & Communication
- Act as a key interface between technology and the business for support-related matters
- Ensure clear communication of incidents, service performance, and improvements
- Build strong relationships with stakeholders across departments
- Align support services to business priorities and operational needs
- Manage expectations and ensure a professional, transparent service experience
- Collaboration with Engineering & Security
- Work closely with software engineering and security teams to ensure effective escalation and resolution
- Ensure feedback loops exist between support and engineering to improve platforms and services
- Support rollout of new systems, tools, and improvements from engineering teams
- Ensure support teams are prepared to operate new technologies effectively
Here’s what we’re looking for from you:
- Proven experience managing staff and high volume and varied tasks
- Strong organisational and operational management capability
- Excellent people leadership, coaching, and team development skills
- Good understanding of core technology domains (cloud, SaaS, workplace technology), without needing deep expertise
- Experience driving service improvement, automation, or self-service initiatives
- Exposure to AI or automation tools within support environments (desirable)
- Strong knowledge of service management practices (ITIL or equivalent)
- Experience managing service performance metrics (SLAs, KPIs)
- Excellent stakeholder communication and relationship management
- Strong problem-solving and decision-making ability
Technical Support Manager employer: Hyve Group Ltd
Hyve is an exceptional employer that fosters a culture of belonging and innovation, making it an ideal place for an Event Operations Manager. With a focus on collaboration and personal growth, employees are empowered to challenge conventions and contribute to the success of world-class B2B events. The dynamic work environment, combined with opportunities for professional development and the chance to work alongside talented individuals in a fast-paced industry, makes Hyve a rewarding workplace for those looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hyve Group Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hyve Group Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hyve Group Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Hyve Group Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hyve Group Ltd!
How to prepare for a job interview at Hyve Group Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
