Nominet
Technical Service Engineer Manager
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Technical Service Engineer, Manager – Permanent Role
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 domain names, 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
- Exceptional customer experience
Acting as a senior escalation point, the manager combines:
- Strong technical expertise
- Leadership
- 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
- 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 and process improvements, and the 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
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What You’ll Deliver
- High CSAT (Customer Satisfaction Score) and CES (Customer Effort Score) 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
We’re looking for a Customer-Centric Technologist with:
- 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 ticketing and documentation systems (e.g. Jira, ServiceNow, and Confluence)
- Proficiency with IT Service Management (ITSM) systems for ticket handling and documentation
- Familiarity with XML, SQL, JSON, and the ability to analyse data (advantageous)
- Understanding of networking fundamentals (e.g., TCP/IP, HTTP, SSL/TLS) (advantageous)
- Proven ability to document technical procedures and create knowledge base content
- Understanding of service management frameworks (ITIL), incident management, and SLA-driven operations
- Customer-centric mindset, advocating for service excellence and long-term customer value
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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 – 34-hour workweek with full-time pay (finishes 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 benefits
- Pension Scheme (Matched to 7%)
- Annual Bonus Scheme
- Enhanced Family Leave
- Electric vehicle scheme with on-site charging points
- Rewards platform with 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. If there are 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 relevant security screening processes. All roles working for Nominet will be subject to a Baseline Personnel Security Standard (BPSS) check. Some roles, depending on the nature of their work, may require additional security clearance.
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