Technical Support Manager

Technical Support Manager (3614745) Northampton, England Northampton, East Midlands (On Site) Opportunity Lead and develop a team of Helpdesk Engineers while remaining hands‑on technically, acting as the senior escalation point for complex issues across Microsoft Azure, Microsoft 365, Entra ID, Intune, Exchange Online, VPN connectivity, endpoint management and business‑critical SaaS platforms. Shape and scale the support function, introduce structure, improve service levels, strengthen reporting, enhance documentation and create a highly effective and scalable support function capable of supporting a growing organisation. You will also gain exposure to wider infrastructure and cybersecurity initiatives. Key Responsibilities Lead, coach and develop a team of Helpdesk Engineers Act as the senior technical escalation point for complex support issues Support and administer Microsoft Azure, Microsoft 365, Entra ID and Intune environments Manage user onboarding, off‑boarding and access controls Improve support processes, documentation and service standards Introduce and monitor practical SLAs and performance metrics Produce meaningful reporting on ticket volumes, service performance and recurring issues Support CRM and SaaS platforms including user administration and permissions Contribute to infrastructure, cybersecurity and vulnerability management initiatives Work closely with technology leadership, software engineering and external technology partners About You You may currently be working as a Technical Support Manager, IT Support Manager, Service Desk Manager or Senior Support Engineer and you will bring strong technical support and Microsoft cloud experience together with a desire to lead, improve and develop. Experience Cybersecurity or Vulnerability Management Tools Previous Zoho CRM experience would be advantageous but is not essential. More important than specific product experience is the ability to solve problems, improve processes, communicate effectively and take ownership. Why Join? Newly created position with genuine influence and visibility Direct reporting line into the Head of Technology Opportunity to shape and professionalise the support function Exposure to Azure infrastructure, cloud technologies and cybersecurity initiatives High‑growth business investing heavily in technology, AI and data Clear progression path towards Infrastructure Management and broader IT Operations leadership Uncapped annual bonus opportunity Supportive, collaborative and ambitious technology team Modern cloud‑based technology environment Package Uncapped annual bonus (typically 5%–15%) Benefits package Long‑term career development opportunities If you are looking for a role where you can combine leadership, hands‑on technical expertise, service improvement and future infrastructure responsibility within a growing technology‑focused business, we would be delighted to hear from you. #J-18808-Ljbffr