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For Companies At a Glance
- Tasks: Lead a team providing top-notch technical support and drive operational excellence.
- Company: Join Nominet, a leading domain name registry making a positive impact on society.
- Benefits: Enjoy hybrid working, early finishes, generous leave, and private medical insurance.
- Other info: Diverse workplace with opportunities for continuous learning and career growth.
- Why this job: Shape the future of internet infrastructure while developing your leadership skills.
- Qualifications: Strong technical support experience and a passion for customer service.
The predicted salary is between 60000 - 75000 ÂŁ per year.
Location: Hybrid, with a minimum of 20% in the Oxford office per month
About Us
We’re Nominet – a world‑leading domain name registry operating at the heart of the UK internet. While we're best known for running .UK domains, our DNS expertise also underpins critical internet infrastructure that government services, including the NHS, rely on. As a public benefit company, our work has a positive impact on society. We’ve donated millions to projects that use technology to improve people’s lives and have committed to delivering £60m worth of support over the next three years.
The Role
The Technical Service Engineer Manager leads and develops a team that provides comprehensive Technical Support for critical customer services. This role ensures the consistent delivery of high‑quality technical support, rapid issue resolution, and exceptional customer experience. Acting as a senior escalation point, the manager combines strong technical expertise, leadership, and service management skills to drive operational excellence, system reliability, and continuous improvement. The Technical Service Engineer Manager also plays a key role in shaping the support function’s processes, tools, and training initiatives, ensuring knowledge is shared effectively and the team is equipped to meet evolving business and technology needs.
What You'll Be Doing
- Lead, coach, and develop a team of Technical Support Engineers, setting clear objectives and driving a high‑performance culture
- Oversee incident, request, and escalation management, acting as the point of escalation for complex issues
- Ensure all support activity meets SLAs, leading incident response, triage, and resolution
- Partner with Engineering, Product, and Security to resolve issues and deliver long‑term improvements
- Drive automation, process improvements, and efficient use of Jira, Confluence, and ITSM tools
- Translate customer issues into actionable insights to improve products and services
- Embed security best practices across support operations
- Build and maintain a strong knowledge base, promoting knowledge sharing and continuous learning
What You'll Deliver
- High CSAT and CES through continuous improvement initiatives
- Strong SLA performance and reliable service delivery
- Improved first‑time resolution and reduced repeat incidents
- Actionable insights and reporting to drive product and service improvements
- A high‑performing, continuously developing support team
About You
- Strong technical support experience in a fast‑paced and complex customer environment, able to translate complex technical issues for any audience.
- Experience of troubleshooting methodology and root cause analysis to diagnose problems and present solutions or workarounds.
- Good technical foundations with the ability and willingness to learn new technical concepts as required.
- Proficient in use of ticketing and documentation systems (for e.g. Jira, ServiceNow, and Confluence)
- Proficiency with using IT Service Management systems for ticket handling and documentation.
- Familiarity with XML, SQL, JSON, and ability to analyse data is advantageous.
- Understanding of networking fundamentals (e.g., TCP/IP, HTTP, SSL/TLS) also advantageous.
- Demonstrated ability to document technical procedures and create knowledge base content.
- Understanding of service management frameworks (ITIL), incident management, and SLA‑driven operations.
- Customer‑centric: advocates for service excellence and long‑term customer value.
What We Offer
- Hybrid & Flexible Working
- Early Finish Friday – Working week of 34 hours with full‑time pay. (Finish at midday on Friday)
- 30 days of annual leave plus bank holidays, with the ability to purchase an additional 5 days.
- Private Medical Insurance + Employee Assistance Programme
- Pension Scheme (Matched to 7%)
- Annual Bonus Scheme
- Family Leave (Enhanced)
- Electric vehicle scheme with on‑site charging points
- Rewards platform with access to discounts at hundreds of shops, restaurants etc.
- Flexible Benefits
Diversity Statement
We're passionate about creating a workplace where every individual is valued, respected, and empowered. Somewhere we can benefit from all forms of diversity and discover the true value in our differences. If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Security Statement
Nominet is committed to the safeguarding and welfare of the internet and expects all employees and volunteers to share this commitment by participating in the relevant security and screening processes. All roles working for Nominet will be subject to a Baseline Personnel Security Standard (BPSS) check. Some roles due to the nature of their work, will require additional security clearance.
Technical Service Engineer Manager employer: Nominet
Contact Detail:
Nominet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Service Engineer Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at Nominet on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Technical Service Engineer Manager role. Personal connections can give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by brushing up on your technical knowledge. Make sure you can explain complex issues in simple terms, as this is key for the role. Practice common interview questions related to technical support and customer service to show you're ready to lead a high-performing team.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've developed teams in the past and driven performance improvements. Use specific examples to illustrate your ability to coach and mentor others, which is crucial for the Technical Service Engineer Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining Nominet and being part of a company that makes a positive impact on society.
We think you need these skills to ace Technical Service Engineer Manager
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your technical support experience in your application. We want to see how you've tackled complex issues and what tools you've used, like Jira or Confluence. Don’t forget to mention any relevant tech skills, like XML or SQL!
Tailor Your Application: Take a moment to customise your application for the Technical Service Engineer Manager role. Use keywords from the job description to show that you understand what we’re looking for. This helps us see how you fit into our team right from the start!
Demonstrate Leadership Experience: Since this role involves leading a team, share examples of how you've coached or developed others in your previous roles. We love to see candidates who can inspire a high-performance culture and drive continuous improvement.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team at Nominet!
How to prepare for a job interview at Nominet
✨Know Your Tech Inside Out
As a Technical Service Engineer Manager, you’ll need to demonstrate strong technical expertise. Brush up on your knowledge of troubleshooting methodologies, networking fundamentals, and the tools mentioned in the job description like Jira and Confluence. Be ready to discuss how you've used these in past roles.
✨Showcase Your Leadership Skills
This role involves leading a team, so be prepared to share examples of how you've successfully coached and developed others. Think about specific instances where you set clear objectives and drove a high-performance culture within your team.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complex issues. Prepare to walk through your thought process when faced with a challenging technical problem, including how you would escalate it and ensure customer satisfaction.
✨Emphasise Continuous Improvement
Nominet values operational excellence and continuous improvement. Be ready to discuss initiatives you've led or contributed to that improved service delivery or customer experience. Highlight any experience you have with embedding security best practices or driving automation.