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Technical Support Manager

Date: 29-Apr-2022

Location: Oxford, GB, OX4 4DQ

Company: Nominet

NEVER HEARD OF NOMINET? 

Our name may not be familiar, but you probably use our services every single day – ever visited a website ending in a .uk?

We’ve been running the national internet namespace for a quarter of a century, sitting proudly at the heart of the UK's critical digital infrastructure.  

Such a responsibility requires world-leading cyber security and we’re gaining a reputation for our innovative new security solutions, protecting our own systems and beyond. 

But we’re also a Public Benefit business. We invest in making a positive impact of the lives that are being most disrupted in our digital age: young people. We’re known as one of the UK’s leading ‘tech for good’ funders and the commitment to building a connected, secure and inclusive digital future drives everything we do. It’s not just rhetoric – ask our staff. 
  

THE BEST BITS 

At Nominet you can expect a competitive salary (depending on experience of course), plus excellent benefits including 30 days holidays, Healthcare, Pension Scheme, Life Assurance, Wellbeing allowance, Remote Working,  Flex benefits and much much more.

 

ABOUT THE ROLE

 

This is a pivotal role in ensuring our customers receive best in class support, whilst elevating the levels of technical understanding across the department. If you enjoy a varied role where you will lead a small team, but also be instrumental in defining and championing technical training, this is a great opportunity.


The Nominet Service Delivery team is responsible for supporting critical services to all of our customers using Nominet services at the heart of the internet. As Technical Support Manager you will be a vital component of the team and will oversee the technical delivery for the department. This is a hands-on manager role where you will actively support our customers and use these interactions as an opportunity to shape the technical delivery roadmap. 

 

You will manage 2 Technical Support Analysts and a Technical Trainer. 
The role will involve working in shift patterns that cover the hours of 8am – 10pm (Monday to Friday). On-call out of hours support on a rota basis will also be required.

 

WHAT YOU WILL BE DOING

•    Oversee the technical delivery for the Customer Service Delivery department 
•    Direct and coordinate a team of technical support specialists and a technical trainer.
•    Prioritise, assign and manage support problems as they come into a customer support desk. 
•    Ensure appropriate technical resources are applied to Nominet Change programmes 
•    Regularly analyse and review performance logs to determine if problems are imminent and develop solutions before, they occur. 
•    Identify support problem areas and implement corrective actions. 
•    Identify external problem areas (such as abusive trends) and implement corrective actions 
•    Technical lead in major incident and problem management
•    Technical SME in audit reviews and assessments
•    Assist with impact analysis activities ahead of planned technical or system changes
•    Maintain excellent technical knowledge of Registry Services products and services and translate this into best in class, solution focussed customer support
•    Be aware of DNS and Internet trends.
•    Communicate effectively with all Nominet customers via email, phone and webchat
•    Work closely with Service Management, Support, Commercial and Technical departments to ensure end to end resolution of all issues
•    Work with the Technical Trainer and own the delivery of the technical development programme
•    Fulfil a subject matter expert role and provide customer insight to technical project teams

 

WHO YOU ARE
•    Experience leading support teams in relation to complex, technical products or services
•    Experience mentoring or training more junior members within a team
•    Significant experience supporting API based products (API Design, connectivity and orchestration)
•    Knowledge of multiple coding languages
•    Experience in a variety of technical troubleshooting activities, including interrogating databases with SQL queries, analysing system log files and the ability to interpret Extensible Markup Language
•    Exceptional customer service skills with a clear track record of adding value through customer relationships
•    Ability to investigate support trends, and the ability to apply a methodical approach to identify root cause and complete solutions 
•    Experience of influencing and stakeholder management at a variety of levels


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