Technical Manager in Oxford

Macro is a recognised global specialist in facilities management, providing cutting-edge services to some of the most prominent brands offering workplace design, helpdesk services, interim property management, and providing solutions to making buildings healthier, smarter and sustainable by using advanced technological solutions.

We are driven by a commitment to excellence in everything we do. Our values—Drive for Better, Delight Customers, Do What’s Right, and Develop People—shape our culture and guide our decision-making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact.

Join our team to contribute to an organisation that prioritises innovation and technology. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people-focused culture.

About the Role

The Technical Manager will provide operational, technical and account leadership for a Central Control Centre, with overall responsibility for the effective management of the central control desk and delivery of 24/7 reactive support across the contract. The role will lead the Technical Leads, Technical Coordinators and helpdesk function, ensuring reactive maintenance requests, BMS alarms, technical incidents and emergencies are correctly triaged, prioritised, assigned and managed through to verified closure. The Technical Manager will also hold responsibility for account performance, budget control, vendor management, service levels, system governance and continuous improvement. This is a hands‑on leadership role requiring strong technical judgement, a positive and solutions‑focused approach to emergencies, and the ability to maintain clear accountability across internal teams, the clients service partners and client stakeholders.

Main Responsibilities

• Lead, coach and manage the Technical Leads, Technical Coordinators and central control desk team, ensuring clear accountability, effective workload allocation and consistent service delivery.
• Maintain a resilient 24/7 reactive support model, including shift coverage, handovers, out-of-hours escalation, holiday cover and senior support during major incidents.
• Manage control and document updates such as drawings and asset registers when required.
• Understanding of compliance and certification including confirmation checks.
• Own the end‑to‑end technical triage process for reactive events, validating priority, asset criticality, business impact, safety risk, probable cause and the correct technical response.
• Ensure emergencies and business‑critical incidents are acted upon immediately, with the correct resources mobilised and clear escalation, communication and recovery plans maintained through to resolution.
• Provide or coordinate senior technical support for complex building services faults across mechanical, electrical, HVAC, BMS, controls, life‑safety interfaces and critical infrastructure.
• Hold overall responsibility for the review, prioritisation, escalation and closure of BMS alarms through the central control desk.
• Establish and maintain BMS alarm management procedures covering criticality, response matrices, nuisance‑alarm reduction, alarm rationalisation, suppression governance and escalation thresholds.
• Use BMS trends, asset history, work‑order information and repeat‑fault data to identify developing risks, reduce avoidable callouts and support predictive interventions.
• Manage the technical performance of the helpdesk, ensuring calls are accurately logged, prioritised, allocated, monitored and progressed through to verified closure.
• Define and maintain standard operating procedures, priority definitions, escalation routes, major‑incident protocols, communication templates and shift handover requirements.
• Monitor open and overdue work orders, backlog ageing, no‑access events, repeat contacts, SLA risks and jobs awaiting parts, quotation or client approval.
• Manage specialist vendors and service partners against the clients contractual KPIs and SLAs, including acknowledgement, attendance, repair times, quotation turnaround, reporting and closure quality.
• Ensure the correct competent vendor is deployed with the appropriate technical scope, site information, access requirements, permits and escalation support.
• Challenge service failures, repeat callouts, temporary repairs and missed commitments, agreeing formal recovery actions and requiring root‑cause analysis where appropriate.
• Review vendor technical reports and quotations for scope, value, risk, compliance and necessity before recommendation or approval.
• Take day‑to‑day account management responsibility for the technical service, maintaining strong relationships with stakeholders and ensuring contractual commitments and priorities are delivered.
• Support the Account Director / Contract Lead with governance meetings, performance reviews, risk reporting, improvement plans and strategic account priorities.
• Translate technical activity into clear business impact, explaining risk, disruption, cost, options and recommended actions to technical and non‑technical stakeholders.
• Own and manage the agreed technical operations budget, including reactive expenditure, vendor callouts, overtime, parts, minor works and control desk resource costs.
• Monitor actual and committed spend against budget and forecast, investigate variances and provide accurate financial commentary for monthly reporting.
• Apply appropriate commercial controls for quotations, approvals, purchase orders, variations, accruals, invoice validation, emergency expenditure and rechargeable works.
• Ensure work orders and system records contain accurate diagnostics, decisions, communications, attendance evidence, costs, completion notes and closure validation.
• Own operational governance for the central control desk systems, including access, data standards, user compliance, reporting, audit trails and continuous improvement.
• Develop management information covering SLA performance, first‑time fix, response and repair times, backlog age, repeat faults, alarm volumes, cost and vendor performance.
• Ensure all reactive and technical activities comply with applicable health and safety requirements, statutory obligations, contractor controls, permits and client standards.
• Lead incident reviews and root‑cause analysis for significant failures, tracking corrective and preventive actions through to completion.
• Drive standardisation, automation, process improvement and a practical “can‑do” culture across the central control desk.

About You

• Demonstrable experience managing a technical FM, building services, engineering operations or central control/helpdesk function within a complex multi‑site environment.
• Strong working knowledge of mechanical, electrical, HVAC, controls/BMS and associated building services, with the ability to make sound technical triage and escalation decisions.
• Experience leading technical teams and coordinating 24/7 reactive or emergency support, including shift handovers and out-of-hours escalation.
• Proven experience managing vendors, contractors, KPIs and SLAs, with the confidence to challenge performance and drive recovery actions.
• Experience of account or contract management, including client engagement, service performance, governance and continuous improvement.
• Management of a 24/7 operational team.
• Experience of budget ownership, forecasting, financial control, quotation review, invoice validation and commercial reporting within an FM or technical services environment.
• Competence using CAFM/helpdesk platforms and BMS interfaces, with a strong understanding of alarm management, work‑order workflows and data quality.
• Ability to manage critical incidents calmly, prioritise competing risks and provide clear direction during emergencies.
• Good understanding of statutory compliance, safe systems of work, contractor control and operational risk management.
• Excellent communication, stakeholder management, reporting and presentation skills.
• Proficient in Microsoft 365 applications, particularly Excel, PowerPoint, Teams and Outlook.
• HNC, HND or degree in Building Services Engineering, Electrical Engineering, Mechanical Engineering or a related discipline.
• Recognised technical apprenticeship or equivalent practical engineering background.
• IOSH Managing Safely, NEBOSH General Certificate or equivalent health and safety qualification.
• Professional membership or progress toward membership of CIBSE, IET, IMechE, IWFM or a comparable professional body.
• Experience of multiple BMS platforms and remote diagnostics, including alarm rationalisation and trend analysis.
• Experience of SAP EAM, SAP ReFX or comparable enterprise asset, property and maintenance‑management systems.
• Experience within automotive, manufacturing, critical environments or other high‑availability estates.
• ITIL Foundation or practical experience of service‑management and major‑incident processes.

Personal Attributes

• Visible and accountable leader who takes ownership through to resolution.
• Calm, decisive and solutions‑focused during emergencies and service disruption.
• Technically curious, with a strong focus on root cause rather than temporary repair.
• Commercially aware and able to balance technical risk, urgency and value for money.
• Constructive and professional when challenging teams, suppliers and stakeholders.
• Customer‑focused, organised and capable of managing multiple priorities in a fast‑paced environment.

Diversity Statement

We want to create a workplace where everyone feels safe to bring their whole selves to work. We recognise that every individual has different needs. This is Me is Macro’s EDI campaign, a commitment to understanding and supporting those needs, both professionally and personally.

Our aim is to help identify and acknowledge individual needs that may impact work‑life experience. It’s about being proactive, learning from one another, and creating a supportive space that encourages growth and productivity.

Should you need to discuss any reasonable adjustments or require guidance about our recruitment process, please contact careers@macro-group.com to speak to a member of our team.