We are recruiting a Technical Support Manager to join our Business Systems team. We offer a hybrid working pattern with a mix of office and remote working.
A Bit About Us
Tunstall is a market‑leading health and care technology provider. We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. With more than 3,000 colleagues, we deliver lifesaving and life‑changing technology and services to millions of people in 18 different countries.
What will you be doing in this role?
The Technical Support Manager manages a team of application and hardware specialists in the provision of 1st and 2nd line support to Tunstall UK’s external customers. The team supports a wide range of Tunstall proprietary products and technologies.
The Ideal Candidate
We’re looking for someone who has experience of working with Tunstall systems, can deliver against deadlines, and has strong leadership skills.
Key Skills And Experience
- Experience implementing ITIL best practice, including Incident Management, Change Management, and Problem Management.
- Effective communication and presentation skills.
- Demonstrable leadership and motivation skills.
- Effective planning and time management skills.
- Experience in providing support and advice to other team members.
- Good problem‑solving skills.
- Ability to work to deadlines and under pressure.
- Networking knowledge covering LAN/WAN technologies.
What We Offer
- Competitive salary
- 25 days holiday + public holidays (pro rata)
- Holiday purchase scheme
- Contributory pension
- Paid volunteer day to support a cause you are passionate about
- Dedicated 24/7 employee benefits platform ‘Verlingue’ that includes free eye tests and retail discounts
- EAP WeCare service – 24/7 online GP and mental health counselling service
- Access to a Talent Library with over 800 courses, covering subjects from business skills to project management essentials
- Free car parking
- A warm and welcoming team environment
- Development opportunity to build a rewarding career
Your Day‑to‑day Responsibilities Will Include
- Manage and lead the team of customer support staff, including annual and sick leave, coaching, feedback, and performance monitoring.
- Provide 1st/2nd line product support principally to external customers and internal colleagues where required.
- Support the team to resolve service desk tickets, acting as a point of escalation for challenging issues.
- Ensure incidents are resolved in a timely manner to meet defined service level targets using ITIL processes.
- Proactively help resolve tickets where required.
- Participate as a project resource as and when required.
- Coach other team members and support staff.
- Ensure the support team can provide assistance during deployment phases of new products.
Equal Opportunities at Tunstall
At Tunstall, we’re committed to building a team that reflects the diversity of the communities we serve. We welcome applications from people of all backgrounds, experiences, and abilities, and celebrate the unique strengths each colleague brings. Our recruitment process is open, fair and inclusive, and we’re dedicated to providing reasonable adjustments you may need to thrive.
#J-18808-Ljbffr…