Buckinghamshire New University
Technical Support Manager
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Full Time - Permanent - High Wycombe (travel to other sites as required)
Salary - £38,784 - £43,482
We’re not trying to fit in with the higher education status quo. We’re challenging it. We’re doing things differently - because our students, our staff, and our world need us to.
So this is an exciting moment to join us. We’re boldly reimagining what a university can be: a place rooted in social mobility, a community where difference is celebrated, and an institution that empowers people to become more than they thought possible.
Job Description
Job Title: Technical Support Manager
Faculty/Directorate: CIO Group
Grade: G
Location: High Wycombe (with travel to other campuses/sites as required)
Hours: 37
Responsible to: Head of Operations
Responsible for: Technical Support Team
Job Purpose
To lead the Technical Support Team (TST) in delivering high-quality hands-on technical support for the University’s end-user computing, AV and print estate. This role combines deep technical expertise with leadership, supporting both operational excellence and BNU’s wider digital transformation.
This role serves as the senior engineer in the team: owning and optimising key digital platforms and services, resolving complex technical issues and mentoring staff. It involves working closely with the Head of Operations to align support services with institutional priorities including the integration of modern digital technologies, collaboration platforms and curriculum-driven innovation across teaching, learning and working environments while also ensuring effective day-to-day operations of the support team.
To practice an inclusive approach and support building an inclusive university community where people can be themselves.
Main Duties & Responsibilities Of The Role
- Manage the day-to-day activities of the TST including line management responsibilities such as recruitment and selection, task coordination, performance management, professional development, motivation, health & safety and wellbeing.
- Supervisory duties including motivating and supporting team members, giving direction and feedback and ensuring adequate staffing cover to maintain continuous service delivery across campuses.
- Serve as the senior technical escalation point for complex issues across end user computing, print and AV services and systems, leading root cause analysis and contributing to long-term service stability.
- Take ownership of technical environments such as Microsoft Teams, asset management (hardware and software), remote learning/virtualisation platforms (e.g. HP AnyWare, AppsAnywhere) and audio-visual dependent teaching and learning spaces (including content capture) ensuring a high-quality and reliable student and staff experience.
- Guide the specification and implementation of AV solutions (e.g. content capture [Panopto], digital signage, interactive digital learning technologies) including rack builds and classroom and lecture space setups.
- Lead the deployment, configuration and lifecycle of device management solutions including Microsoft Intune, SCCM, Jamf Pro and Autopilot.
- Collaborate with key stakeholders and teams on system rollouts, OS/image builds and business software upgrades.
- Lead the development and execution of technical testing plans for end-user devices, images and applications.
- Manage the introduction of new or updated services into the operational environment ensuring appropriate testing, documentation and support models are in place.
- Monitor the health and efficiency of the end-to-end print service ensuring stability and responsive support.
- Provide technical mentorship to team members through hands-on pairing, structured learning paths and knowledge sharing including the creation of internal documentation and support for developing curriculum-aligned specialist roles (e.g. XR, media, creative tech).
- Support the Head of Operations in developing specialist capabilities within the team including the evolution of dedicated roles to support curriculum-aligned technologies and specialist environments such as XR, immersive technologies, virtualised platforms, media production and advanced creative toolsets.
- Work closely with the Head of Operations to align technical support services with University priorities, contribute to strategic planning and ensure that operational delivery meets evolving institutional and digital transformation goals.
- Work alongside the Service Delivery Manager (and other DTS support teams) to ensure a seamless customer experience between front-line and second-line support.
- Participate in digital programme initiatives as a subject matter expert representing DTS or the Head of Operations ensuring operational readiness and deployment feasibility.
- Represent technical operations in relevant change boards, project planning meetings and technical working groups contributing to technical impact assessments and configuration planning.
- Support internal pilot initiatives and proof-of-concept testing of new platforms, services or equipment in collaboration with Infrastructure and academic stakeholders.
- Horizon-scan for emerging technologies including XR (VR/AR/MR), smart classroom integrations and AI-powered support tools and identify and implement automation opportunities using scripting, monitoring or orchestration platforms to reduce repetitive tasks and increase support efficiency.
- Contribute to the development of performance metrics and analytics dashboards to drive service improvements.
- Ensure full lifecycle management of hardware and software assets including secure provisioning, accurate inventory maintenance, compliance with licensing standards and adherence to replacement and disposal policies.
- Ensure information, information assets and systems are managed in accordance with University policies and applicable legislation escalating risks or issues related to service delivery, compliance, security and licensing to the Head of Operations.
- Comply with relevant legislative and other requirements (e.g., the Data Protection Act 2018 and GDPR; Health and Safety; UKVI; and Equality and Diversity) in all working practices.
- Such other duties temporarily or on a continuing basis, as may reasonably be required.
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The Ideal Candidate Will Demonstrate
- Experience of leading and managing a technical support team in a complex, customer-focused environment;
- Strong current knowledge of endpoint management, device deployment, application delivery and support across Microsoft Windows, macOS and mobile platforms;
- Experience of improving team performance, capability, processes and service standards;
- The ability to provide senior technical escalation, challenge and assurance;
- Experience of supporting audio-visual, teaching-space or digital workplace technologies;
- A good understanding of IT service management principles and operational service readiness;
- Strong planning, problem-solving and decision-making skills;
- The ability to explain complex technical issues clearly to technical and non-technical audiences.
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PERSON SPECIFICATION - Essential Criteria Only
A = Application T = Test I = Interview
Education, Qualifications & Training
Means of Testing
- Educated to degree level in a relevant subject or equivalent professional experience
A/I
- Evidence of continued professional development in relevant technologies or platforms
A/I
- Professional certifications or training in modern endpoint management, AV, or service delivery (e.g. ITIL, Intune, SCCM, Jamf, Microsoft 365)
A/I
Knowledge & Experience
- Delivering an excellent customer experience
A/I
- Experience supporting IT services in a multi-site, complex technical environment (ideally HE)
A/I
- Demonstrable success in managing a second-line IT support or technical services function
A/I
- Hands-on experience with device management platforms (e.g. Intune, SCCM, Jamf, Autopilot)
A/I
- Experience supporting AV systems and collaboration platforms in learning or enterprise environments
A/I
- Experience leading or mentoring technical staff, including workload planning and escalation
A/I
- Exposure to digital transformation, automation or service improvement initiatives
A/I
Skills
- Digitally able and proficient in M365 tools incl. Entra ID, Teams, SharePoint
A/I
- Strong technical problem-solving skills and ability to perform root cause analysis
A/I
- Ability to explain complex technical issues clearly to both technical and non-technical stakeholders
A/I
- Confident in developing technical documentation and knowledge base content
A/I
- Effective planning, time management and prioritisation skills in a multi-task environment
A/I
- Skilled in managing performance, providing feedback and developing staff capability
A/I
- High level of professional communication skills (written and verbal)
A/I
Special Requirements
- Occasional need to work across other BNU campuses (Uxbridge, Aylesbury, Pinewood, Great Missenden)
A/I
- Flexibility and willingness to work occasional evenings/weekends/out of hours/on call for planned events or critical change activity
A/I
- Commitment to promoting and supporting inclusive, accessible and digitally-enabled services
A/I
Behavioural INDICATORS
The BNU Behaviours Framework (BBF) Is a Framework For All University Staff That Sets Out The Key Behaviours That Exemplify The DRIVE Values And Ethos Of The University. The Nine Categories Provide a Clear Steer On Behavioural Expectations That Will Help Support a Step Change In The Performance And Culture Of The University. The Three Key Behavioural Indicators For This Post Are As Follows
- Delivering excellent service
- Providing the best quality service to external and internal customers/students/stakeholders. Building genuine and open long-term relationships in order to drive up customer service standards.
- Finding solutions
- Taking a holistic view and working enthusiastically to analyse problems and to develop workable solutions. Identifying opportunities for innovation.
- Achieving results
- Consistently meeting agreed objectives and success criteria. Taking personal responsibility for getting things done.
What We Offer
- A generous holiday entitlement (30 days per annum, plus bank holidays & closure days)
- Hybrid working (dependent on business needs)
- Training & development support opportunities
- Contributory pension scheme
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