Adder Technology
Technical Support Manager
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The role
We are seeking an experienced, customer-focused Technical Support Manager to lead our Technical Support function from our Cambridge, UK headquarters, taking a proactive, hands-on approach to driving service improvements and setting a positive pace for the team.
The Technical Support Manager is responsible for ensuring the delivery of exceptional 1st and 2nd Line Support services globally while driving operational excellence, customer satisfaction, team development, and continuous improvement.
This role requires a deep understanding of customers' technical needs, the judgement to identify the most effective resolution, and a commitment to delivering a premium customer experience. The ability to drive team performance and continuous improvement is a must.
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Skills & experience
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A background in customer-facing B2B technology environments is essential, with experience supporting business customers through complex technical queries and resolutions.
The successful candidate will have:
- First-class understanding of IP networking concepts, including addressing, protocols, switching, and troubleshooting.
- Proven ability to lead, motivate, and develop technical teams in a customer-focused environment.
- Strong organizational and time-management skills, with the ability to balance competing priorities effectively.
- An ability to perform effectively under pressure, making sound decisions in high-priority situations.
- Experience of delegating tasks appropriately, maintaining accountability, and escalating issues when required.
- Excellent verbal and written communication skills, with a professional and confident customer-facing manner.
- Proficient experience in the use of service desk software and processes, ticketing systems and service management platforms, CRM and Knowledge Bases. Practical working experience with Microsoft Office applications, Adobe Acrobat and modern operating systems.
- Degree-level qualification in a relevant discipline, or equivalent industry experience.
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