Johnson Controls
Technical Support Manager
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Team Manager – ADT Support Team
Shift Pattern & Hours
Shift Pattern: Night shift rotation (4-on / 4-off schedule) Hours: 19:00 – 07:00
About the Role
We are seeking an experienced and people-focused Team Manager to lead our ADT Support Team. This is an outstanding opportunity for someone who thrives in a fast-paced environment, enjoys developing others, and is committed to delivering an exceptional customer and colleague experience.
What We Offer
Competitive Remuneration & Benefits
- Competitive Salary – aligned with your skills and experience
- Bonus Plan – rewards your direct impact
- Generous Leave – 25 days annual leave + Bank Holiday time off in lieu (for any Bank Holidays worked)
- Holiday Purchase Scheme – buy up to 10 extra days of leave (maximum 35 days total)
- Comprehensive Benefits Package:
- Pension plan (up to 7% employer match)
- Life assurance
- Employee assistance program
- Referral scheme
- Exclusive Discounts:
- High-street brands
- Cycle-to-work scheme
- Johnson Controls product discounts
- Career Development:
- Extensive growth and advancement opportunities
- Hassle-Free Commuting:
- Free onsite parking
Key Responsibilities
- Lead, coach, and nurture a high-performing team of Technical Support Advisors
- Foster a positive culture rooted in quality, accountability, and outstanding customer service
- Conduct regular 1:1s, coaching, and performance reviews to support colleague development
- Monitor service levels, workflow, and team performance to ensure operational targets are met
- Collaborate with stakeholders across ADT and Johnson Controls to drive continuous improvement
- Ensure full compliance with processes, policies, and security standards
- Oversee training, onboarding, and ongoing skills development
- Guide the team to achieve all customer satisfaction metrics, intervening proactively where standards fall short
- Analyse customer data to identify root causes of dissatisfaction and develop targeted action plans
- Manage customer escalations as required when necessary
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Essential Requirements
- Proven experience in leading or coaching a team within a customer-focused environment
- Strong communication and people-management skills
- Ability to motivate, support, and develop colleagues
- Maintain a calm, solutions-focused mindset during high-pressure scenarios
- Confidence in decision-making and performance management
Preferred Experience
- Background in contact centre, technical support, or service-based environments
- Familiarity with security, alarm monitoring, or allied industries
- Knowledge of KPIs, service levels, and operational reporting
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About Johnson Controls
Johnson Controls is a global leader in thermal management, energy efficiency, building systems, and decarbonization. For over 140 years, we’ve helped customers optimise energy use, reduce emissions, and advance industries such as:
- Data centres
- Healthcare & pharmaceuticals
- Advanced manufacturing
- Higher education
By integrating technology, lifecycle services, and a world-class field team, we enhance the precision and resilience required for modern operations—better for people, business, and the planet.
Johnson Controls’ Mission
"Enhancing the Intelligence of Buildings."
Your buildings serve vital purposes. Whether they enable learning, healing, shopping, or critical data storage, they reflect your organisation’s core function. At Johnson Controls, we provide the innovative systems and digital solutions needed to make these environments:
- Safer
- More comfortable
- More efficient
- More sustainable
Our expertise spans heating, ventilation, security, and automation—delivering smart buildings that empower occupants while aligning with holistic sustainability goals.
Today, Johnson Controls remains at the forefront of building innovation, offering the world’s largest portfolio of products, software, and services, safeguarding the spaces where every aspect of society operates.
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