Technology Support Manager

Working at the RFU means being part of the ‘bigger picture’ at England Rugby: to be rooted in our purpose, which is to enrich lives, introduce more people to rugby union & develop the sport for future generations. If our purpose resonates with you, and you recognise the value that sport can bring to people’s lives, we’d love to work with you.

An opportunity has arisen for a Technology Support Manager to join our Digital Technology team, leading the delivery of a high-quality, customer-focused support service across the RFU. This is a hands‑on leadership role where you’ll oversee day‑to‑day service operations, support and develop a team, and ensure our technology services run smoothly to support everything from matchdays to day‑to‑day business activities.

Department :
Digital Technology

Reports to :
Head of Service Delivery

Direct report(s) : 5

Salary Banding : £55,000 per annum

Job Level :
Guide

Location :
This role is contractually based at Allianz Stadium, offering some flexibility to work from home

Employment Type

:
Permanent

Working Hours :
This is a full‑time role, covering 35hrs per week

• Please submit an anonymised CV (i.e. remove personal details). You do not need to submit a cover letter
• Final date to receive applications:
  Friday 12th June at 12pm

To help us get to know your unique experience and voice, we kindly ask that you complete your application without the use of AI‑generated content. This ensures we can fairly and accurately understand your skills, perspective, and suitability for the role.

The Rugby Football Union (RFU) is seeking a technically capable and detail‑oriented Technology Support Manager to support the Service Delivery team, playing a key role in delivering a high quality, customer focused and process driven technology support service across the RFU. As a hands‑on leader, the role oversees day to day service operations, ensuring that core processes run smoothly, SLAs are met, and that end users consistently receive an excellent service experience.

Reporting to the Head of Service Delivery, the Technology Support Manager works directly with operational teams to maintain a stable and well governed service environment. The role is responsible for ensuring that established service processes are followed, issues are managed effectively, and opportunities for incremental improvements are identified and implemented.

This is a visible and impactful role within the Digital Technology department and wider organisation, requiring a professional, proactive and customer centric approach at all times. The post‑holder will champion service excellence, support operational discipline, and contribute to the continuous improvement of service delivery practices.

The Digital Technology department is a vital team at the RFU, providing support and development capabilities across a wide variety of platforms and solutions. Supporting everything from match day infrastructure to day‑to‑day business operations the team provides the technology to run all aspects of rugby from grassroots through to national teams.

• Line management responsibility for the Service Team (recruitment, performance, development, wellbeing and day‑to‑day leadership)
• Run the day‑to‑day operation of the Service Desk, including ticket management: pick up and manage new tickets as they come in, distribute/allocate work appropriately, and ensure consistent handling across the team
• Proactively monitor, chase and re‑prioritise tickets to meet SLAs, working with users and technical teams to maintain focus; maintain ownership of all open tickets within Technology scope
• Manage and oversee Level 1 and Level 2 support activities, ensuring appropriate triage, escalation and resolution pathways are followed
• Use strong technical knowledge to perform initial triage, validate impact/priority, and coordinate timely escalation to specialist teams where required
• Lead incident response and management activities (including major incidents where applicable), ensuring clear communications, coordination of technical responders, and post‑incident…