At a Glance
- Tasks: Lead and develop a dynamic Service Desk team, ensuring top-notch technical support.
- Company: Join a forward-thinking ISP with a commitment to excellence and collaboration.
- Benefits: Enjoy competitive pay, career growth opportunities, and a supportive work culture.
- Other info: Be part of a vibrant team that values innovation and continuous improvement.
- Why this job: Make a real impact by enhancing customer satisfaction and driving service quality.
- Qualifications: Experience in managing technical support teams and a solid understanding of ISP technologies.
The predicted salary is between 45000 - 55000 £ per year.
The Technical Support Manager leads and develops the Service Desk function. This role bridges frontline support and senior management, owning the performance, culture and continuous improvement of the support teams. The Technical Support Manager is accountable for service quality, team capability and customer satisfaction, whilst maintaining a hands‑on understanding of the technical environment. This role lives and breathes our values:
- Pace – Drives a culture of effective resolutions
- Excellence – Sets and upholds high standards in technical support
- Together – Collaborates cross‑functionally to align support operations with wider business goals
Key Responsibilities
- Lead, manage and develop a multi‑tiered Service Desk function, including Technicians, Specialists and 2nd Line Support Engineers.
- Set clear objectives, conduct regular 121s and performance reviews, and drive a culture of accountability and continuous improvement.
- Recruit, onboard and retain technical talent, ensuring the team has the skills and capacity to meet demand.
- Identify training and development needs and maintain pathways for career progression within the support function.
- Act as an escalation point for complex or sensitive issues, supporting the team in resolution and providing coaching throughout.
- Foster a positive, collaborative team culture aligned with company values.
Service Delivery & Operations
- Own the end‑to‑end delivery of technical support services, ensuring SLAs, KPIs and customer satisfaction targets are consistently met.
- Manage and optimise ticket workflows, escalation paths and queue management across all support tiers.
- Oversee the handling of major incidents, ensuring timely resolution, clear customer communication and thorough post‑incident reviews.
- Monitor service performance using reporting tools and dashboards, identifying trends and taking proactive action.
- Ensure effective out‑of‑hours support coverage and on‑call rota management.
- Drive improvements to first response, resolution time and customer satisfaction scores.
- Maintain a strong working knowledge of ISP technologies including broadband, leased lines, Ethernet, 4G/5G, fixed wireless, VoIP, managed VPNs and SIP services.
- Provide technical guidance and escalation support to Service Desk on complex incidents.
- Liaise with Network Operations, Field Engineering and Technical Services teams to coordinate resolution of service‑impacting issues.
- Work with third‑party carriers and vendors to manage escalations and ensure contractual performance.
- Contribute to technical review processes for new products and services, ensuring the support team is prepared ahead of launch.
Process Improvement & Documentation
- Identify and implement improvements to support processes, tooling and workflows to increase efficiency and service quality.
- Champion the use of the ticketing system, ensuring consistent and accurate logging across the team.
- Produce regular management reports on team performance, service metrics and improvement initiatives.
Stakeholder Management & Collaboration
- Work closely with teams across the business to resolve customer issues and improve service outcomes.
- Act as the primary point of contact for senior customer escalations, ensuring a professional and resolution‑focused approach.
- Build and maintain strong relationships with key customers, carriers and third‑party partners.
Skills, Experience & Qualifications
- Proven experience managing or leading a technical support team, ideally within an ISP, telecoms or managed services environment.
- Strong understanding of ISP networking technologies (TCP/IP, DNS, DHCP, VLANs, BGP, routing, switching, NAT, firewall management).
- Hands‑on experience with broadband, Ethernet, leased lines, 4G/5G, VoIP and managed connectivity services.
- Demonstrated ability to lead people through change, build capability and drive performance improvement.
- Experience managing SLAs, KPIs and service metrics in a customer‑facing environment.
- Excellent communication skills with the confidence to engage at all levels, from frontline team members to senior stakeholders and customers.
- Strong analytical and problem‑solving skills with an ability to make sound decisions under pressure.
- Experience with ITSM / ticketing platforms (e.g. Zendesk, Salesforce, Freshdesk or similar).
- Customer‑first mindset with a track record of improving customer satisfaction.
- Experience working within a regulated or carrier‑grade telecoms environment.
- Familiarity with monitoring tools, network management platforms and alerting systems.
- Vendor or technical certifications such as Cisco CCNA/CCNP, CompTIA Network+, or equivalent.
- Understanding of cybersecurity principles as they apply to ISP and customer networks.
- Experience contributing to product launches or service transitions from a support readiness perspective.
Technical Support Manager in Canterbury employer: RGIT Australia
As a Technical Support Manager, you will thrive in a dynamic and collaborative work environment that prioritises excellence and continuous improvement. Our company is committed to fostering a culture of accountability and professional growth, offering ample opportunities for career progression and skill development. With a focus on customer satisfaction and a strong team ethos, we ensure that our employees are supported and empowered to deliver exceptional service in a fast-paced technical landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager in Canterbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RGIT Australia. 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 RGIT Australia 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 in Canterbury
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 RGIT Australia:Your cover letter is your chance to shine! Tell us why you want to work at RGIT Australia 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 RGIT Australia!
How to prepare for a job interview at RGIT Australia
✨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.
