At a Glance
- Tasks: Lead and develop a high-performing Technical Support team while monitoring service levels.
- Company: Join Johnson Controls, a leader in security and technology solutions.
- Benefits: Enjoy 25 days of annual leave plus a bonus plan and comprehensive benefits.
- Other info: Night shift rotation with a 4-on/4-off schedule from 19:00 to 07:00.
- Why this job: This role offers extensive career development opportunities in a fast-paced environment.
- Qualifications: Essential experience in leading teams in customer-focused environments is required.
The predicted salary is between 35000 - 45000 £ per year.
Team Manager – ADT Support Team Night shift rotation 4‑on / 4‑off schedule Hours: 19:00–07:00
We’re looking for an experienced and people‑focused Team Manager to lead our ADT Support team. This is a fantastic opportunity for someone who thrives in a fast‑paced environment, enjoys developing others, and is passionate about delivering an excellent customer and colleague experience.
What we offer
- Competitive Salary: Reflecting your skills and experience
- Bonus Plan: Designed to reward your impact
- Generous Leave: 25 days of annual leave plus time off in lieu for any Bank Holidays worked
- Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
- Comprehensive Benefits: Pension plan (up to 7% employer match), Life assurance, Employee assistance program, Referral scheme
- Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
- Career Development: Extensive growth and advancement opportunities
- Free Onsite Parking: Hassle‑free commuting
How You Will Do It
- Lead, coach, and develop a high‑performing team of Technical Support Advisors
- Foster a positive culture focused on quality, accountability, and exceptional customer experience
- Provide regular 1:1s, coaching, and performance reviews to support colleague growth
- Monitor service levels, workflow, and team performance to ensure operational targets are consistently achieved
- Work collaboratively with stakeholders across ADT and Johnson Controls to drive continuous improvement
- Ensure full compliance with processes, policies, and security standards
- Contribute to training, onboarding, and ongoing skills development
- Guide your team to deliver all customer satisfaction measures, taking proactive action where standards need improvement
- Analyse customer data to identify root causes of dissatisfaction and shape effective action plans
- Manage customer escalations when required
Essential
- Experience leading or coaching a team in a customer‑focused environment
- Strong communication and people‑management skills
- Ability to motivate, support, and develop colleagues
- A calm, solutions‑focused approach in a fast‑paced environment
- Confidence making decisions and managing performance
Preferred
- Experience in a contact centre, technical support, or service‑based environment
- Background in security, alarm monitoring, or similar industries
- Familiarity with KPIs, service levels, and operational reporting
Technical Support Manager in Manchester employer: Johnson Controls, Inc.
Johnson Controls offers competitive salaries and a pension plan with up to 7% employer match. Located in a dynamic industry, the company fosters a culture of growth and development, providing extensive training and career advancement opportunities.
We think you need these skills to ace Technical Support Manager in Manchester
Team Leadership
Coaching Skills
Customer Focus
Communication Skills
Performance Management
Problem-Solving Skills
Data Analysis
