Technical Support Manager

Team Manager – ADT Support Team

Shift Pattern:
Night shift rotation 4‑on / 4‑off schedule.

Hours:

19:00–07:00.

• Competitive Salary:
  Reflecting your skills and experience
• Bonus Plan:
  Designed to reward your impact
• Generous Leave: 25 days of annual leave plus time off in lieu for any Bank Holidays worked
• Holiday Purchase Scheme:
  Buy up to 10 extra days—up to 35 days total leave
• Comprehensive Benefits:
  Pension plan (up to 7% employer match), Life assurance, Employee assistance program
• Referral scheme
• Exclusive Discounts:
  High street brands, cycle-to-work scheme, and Johnson Controls product discounts
• Career Development:
  Extensive growth and advancement opportunities
• Free Onsite Parking:
  Hassle‑free commuting

• Lead, coach, and develop a high‑performing team of Technical Support Advisors.
• Foster a positive culture focused on quality, accountability, and exceptional customer experience.
• Provide regular 1:1s, coaching, and performance reviews to support colleague growth.
• Monitor service levels, workflow, and team performance to ensure operational targets are consistently achieved.
• Work collaboratively with stakeholders across ADT and Johnson Controls to drive continuous improvement.
• Ensure full compliance with processes, policies, and security standards.
• Contribute to training, onboarding, and ongoing skills development.
• Guide your team to deliver all customer satisfaction measures, taking proactive action where standards need improvement.
• Analyse customer data to identify root causes of dissatisfaction and shape effective action plans.
• Manage customer escalations when required.

• Experience leading or coaching a team in a customer‑focused environment.
• Strong communication and people‑management skills.
• Ability to motivate, support, and develop colleagues.
• A calm, solutions‑focused approach in a fast‑paced environment.
• Confidence making decisions and managing performance.

• Experience in a contact centre, technical support, or service‑based environment.
• Background in security, alarm monitoring, or similar industries.
• Familiarity with KPIs, service levels, and operational reporting.