Technical Service Engineer Manager

Date: 28 Apr 2026

Location:

Oxford/ Hybrid, GB, OX4 4DQ

Company: Nominet

Contract Type: Permanent

Location: Hybrid, with a minimum of 20% in the Oxford office per month

About Us:

We’re Nominet – a world-leading domain name registry operating at the heart of the UK internet. While we're best known for running .UK domains, our DNS expertise also underpins critical internet infrastructure that government services, including the NHS, rely on.

As a public benefit company, our work has a positive impact on society. We’ve donated millions to projects that use technology to improve people’s lives and have committed to delivering £60m worth of support over the next three years.

The Role:

The Technical Service Engineer, Manager leads and develops a team that provides comprehensive Technical Support for critical customer services. This role ensures the consistent delivery of high-quality technical support, rapid issue resolution, and exceptional customer experience. Acting as a senior escalation point, the manager combines strong technical expertise, leadership, and service management skills to drive operational excellence, system reliability, and continuous improvement.

The Technical Service Engineer, Manager also plays a key role in shaping the support function’s processes, tools, and training initiatives, ensuring knowledge is shared effectively and the team is equipped to meet evolving business and technology needs.

What You'll Be Doing:

Lead, coach, and develop a team of Technical Support Engineers, setting clear objectives and driving a high-performance culture
Oversee incident, request, and escalation management, acting as the point of escalation for complex issues
Ensure all support activity meets SLAs, leading incident response, triage, and resolution
Partner with Engineering, Product, and Security to resolve issues and deliver long-term improvements
Drive automation, process improvements, and efficient use of Jira, Confluence, and ITSM tools
Translate customer issues into actionable insights to improve products and services
Embed security best practices across support operations
Build and maintain a strong knowledge base, promoting knowledge sharing and continuous learning

What You'll deliver

High CSAT and CES through continuous improvement initiatives
Strong SLA performance and reliable service delivery
Improved first-time resolution and reduced repeat incidents
Actionable insights and reporting to drive product and service improvements
A high-performing, continuously developing support team

About You:

Strong technical support experience in a fast-paced and complex customer environment, able to translate complex technical issues for any audience.

Experience of troubleshooting methodology and root cause analysis to diagnose problems and present solutions or workarounds.

Good technical foundations with the ability and willingness to learn new technical concepts as required.

Proficient in use of ticketing and documentation systems (for e.g. Jira, ServiceNow, and Confluence)

Proficiency with using IT Service Management systems for ticket handling and documentation.

Familiarity with XML, SQL, JSON, and ability to analyse data is advantageous.

Understanding of networking fundamentals (e.g., TCP/IP, HTTP, SSL/TLS) also advantageous.

Demonstrated ability to document technical procedures and create knowledge base content.

Understanding of service management frameworks (ITIL), incident management, and SLA‑driven operations.

Customer‑centric: advocates for service excellence and long‑term customer value.

What To Expect Next:

1st stage: Introduction call with a member of the TA team (30 mins)

2nd stage: Hiring Manager Interview (90 mins via Teams)

3rd stage: On-site values interview (30 mins)

What We Offer:

Hybrid & Flexible Working
Early Finish Friday – Working week of 34 hours with full-time pay. (Finish at midday on Friday) 
30 days of annual leave plus bank holidays, with the ability to purchase an additional 5 days. 
Private Medical Insurance + Employee Assistance Programme 
Medicash
Pension Scheme (Matched to 7%)
Annual Bonus Scheme 
Family Leave (Enhanced)
Electric vehicle scheme with on-site charging points* 
Rewards platform with access to discounts at hundreds of shops, restaurants etc.*
*Flexible Benefits

Diversity Statement:

We're passionate about creating a workplace where every individual is valued, respected, and empowered. Somewhere we can benefit from all forms of diversity and discover the true value in our differences. If there are any adjustments we could make to the recruitment and selection process to support you, please let us know

Security Statement

Nominet is committed to the safeguarding and welfare of the internet and expects all employees and volunteers to share this commitment by participating in the relevant security and screening processes. All roles working for Nominet will be subject to a Baseline Personnel Security Standard (BPSS) check. Some roles due to the nature of their work, will require additional security clearance.