Technical Support Manager

TECHNICAL SUPPORT MANAGER

Future Infrastructure Manager Opportunity

Northampton, East Midlands (On Site)

c 45,000 + Uncapped Bonus + Benefits

Are you a Technical Support Manager, IT Support Manager, Service Desk Manager or Senior Support Engineer looking for the opportunity to step beyond traditional support management and build a career in infrastructure, cloud technology and IT operations?

This is a newly created role within a high-growth, technology-driven organisation that is investing heavily in Azure, Microsoft 365, cybersecurity, AI and data. Reporting directly to the Head of Technology, you will play a key role in shaping and scaling the internal support function whilst developing towards broader infrastructure and operational leadership responsibilities.

This is not a traditional Helpdesk Manager role.

The business is experiencing sustained growth and is investing heavily in technology as a strategic enabler. This newly created position offers the opportunity to build, improve and scale the support function whilst developing your own career towards broader infrastructure, cybersecurity and IT operations leadership.

The Opportunity

You will lead and develop a team of two Helpdesk Engineers whilst taking ownership of the day-to-day operation of the support function.

Alongside team leadership, you will remain hands-on technically, acting as the senior escalation point for more complex issues across Microsoft Azure, Microsoft 365, Entra ID, Intune, Exchange Online, VPN connectivity, endpoint management and business-critical SaaS platforms.

You will have the opportunity to introduce structure, improve service levels, strengthen reporting, enhance documentation, improve ticket ownership and help create a highly effective and scalable support function capable of supporting a growing organisation.

The role also offers exposure to wider infrastructure and cybersecurity initiatives, including asset visibility, vulnerability management, endpoint security and operational governance.

This is an opportunity to influence how technology support is delivered rather than simply maintain existing processes.

Key Responsibilities

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 ID and Intune environments

Manage user onboarding, offboarding 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

About You

You may currently be working as a:

Technical Support Manager

IT Support Manager

Service Desk Manager

Helpdesk Manager

Technical Team Leader

Senior Support Engineer

Infrastructure Support Engineer

IT Operations Lead

You will bring strong technical support and Microsoft cloud experience together with a desire to lead, improve and develop.

Experience in some or all of the following would be highly beneficial:

Microsoft Azure

Microsoft 365

Entra ID / Azure Active Directory

Microsoft Intune

Exchange Online

Endpoint Management

VPN Technologies

SaaS Platforms

CRM Systems

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.

Why Join?

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

Package

c 45,000 basic salary

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.