Technical Support Manager

This is an excellent opportunity to join our fast-paced, award-winning Technical Support Department as Technical Support Manager. The role is responsible for the day-to-day leadership and performance of the department, with a strong focus on developing the team’s technical knowledge, improving service standards, delivering outstanding customer experience, and achieving departmental KPIs.

Responsibilities

• Lead and support all areas of the Technical Support Department, ensuring efficient and effective day-to-day operations.
• Drive departmental performance by monitoring, developing and reporting on KPIs through weekly and monthly data packs.
• Ensure all team members complete their individual and team KPI activities.
• Support the wider business and uphold the DVS brand by leading through example and promoting company values.

Team Management and Development

• Support technical activities where required and provide hands‑on guidance to the team.
• Train and develop team members with a focus on technical knowledge, customer service and continuous improvement.
• Maintain attendance and individual performance records, and conduct monthly 1-to-1 meetings with updates recorded in People HR.
• Coordinate supplier‑led training and ensure relevant content is used to support continued team learning and development.
• Deliver effective customer training as part of the DVS training program, either in‑house or online.

Customer Service and Quality

• Build and maintain strong customer relationships through efficient, professional communication.
• Resolve escalated customer and interdepartmental queries professionally and effectively.
• Maintain high service standards through appropriate quality control measures and a commitment to industry‑leading customer experience.

Operational and Management Responsibilities

• Maintain a safe working environment by following all health and safety procedures and safe systems of work, and ensure equipment is properly maintained and accounted for.
• Attend training sessions and meetings as required, including occasional commitments outside normal working hours.
• Contribute to the DVS management team by providing feedback, supporting actions from the Executive team, and helping to drive day‑to‑day business operations.
• Attend weekly, monthly, and ad-hoc DVS management meetings as required.

Key Objectives

• Excellent interpersonal, customer service, organizational and communication skills.
• Strong leadership skills, with the ability to motivate and develop a team.
• Excellent analytical and problem‑solving skills, even under pressure.
• High attention to detail and the ability to use initiative.
• Ability to work in a time‑sensitive environment and meet deadlines.
• A strong desire to learn and keep both yourself and the team up to date with new processes and technical developments.
• A positive, can‑do attitude.

Ideal Candidate

• A strong track record of professionalism and excellent customer service.
• Good knowledge of basic electronic principles and strong IT literacy.
• Proven experience of leading a team successfully.
• A keen interest in learning about new technologies, industry trends and networking.
• Essential industry knowledge in CCTV, fire, access control, intruder and door entry systems.
• Previous management experience.

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