Technical Support Manager

Technical Support Manager (3614745) Northampton, England

Northampton, East Midlands (On Site)

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 , 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.

• 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  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

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.

• 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.

• 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

• 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.