Hyve Group Ltd
Technical Support Manager
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Reports to: Director Location: London Job type: Full time, on-site 5 days.
A bit about us
We’re Hyve - organiser of the world’s fastest-growing and most forward-thinking B2B events. As the chosen event partner to many of the world’s leading companies, our platforms play a critical role in their strategies - helping them enter new markets, accelerate growth and connect with the people who matter most.
Our portfolio features some of the world’s leading events in sectors like ecommerce, healthcare, edtech, and fintech. We’re growing fast with an entrepreneurial culture that empowers big ideas and quick action, plus an ambitious acquisition strategy bringing exciting new events into our mix.
Alongside our market-leading events, we’re building tech and data-driven products that supercharge connections – from one-to-one meeting programs and curated table talks to year-round engagement platforms.
Whatever your role, you’ll join a global team redefining how industries connect, collaborate, and grow – working with some of the most talented people in the business.
Think that sounds good? Wait until our talent acquisition team tells you about the culture.
A bit about you
First things first: whatever your background, beliefs or ambitions, there’s a culture of belonging at Hyve — and everyone is welcome. The question isn’t where you’ve come from, but where you want to go.
You’ll thrive here if you’re curious, collaborative and not afraid to challenge convention. We look for people who take pride in what they do, who are excited by change and always moving forward. The kind of people who stay open, keep learning, and look for better ways to make an impact.
Our shared behaviours guide how we work: we dare to do things differently, own our work, embrace collaboration, stay true to ourselves and others, and remember that optimism wins.
If that sounds like you, you’ll fit right in.
A bit about the role
As the Technical Support Manager, you will be responsible for leading Hyve’s front line support function, ensuring high-quality, responsive, and consistent support across the organisation.
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This is a leadership and operational management role, requiring strong organisational capability, people management skills, and business acumen. While a solid understanding of core technology concepts is expected, this role is not focused on deep technical expertise. Your strength will be in leading teams, improving service delivery, and ensuring support services align with business needs.
A key focus of the role will be driving the modernisation of support through self-service, automation, and intelligent AI-driven capabilities, reducing reliance on manual intervention while improving user experience and service efficiency.
As part of your job, you’ll be:
Team Leadership & People Management
- Lead and manage front line support staff, including performance, development, and daily operations
- Build a high-performing, customer-focused support function
- Provide coaching, mentoring, and structured career development for team members
- Ensure appropriate global coverage, capability, and resourcing
- Drive accountability, ownership, and service excellence within the team
Service Delivery & Operational Management
- Ensure consistent, high-quality delivery of support services across all business users
- Own the day-to-day operation of incident, request, and escalation management
- Ensure issues are prioritised, progressed, and resolved within agreed service levels
- Act as the escalation point for major or high-impact service issues
- Maintain a strong focus on user experience and service responsiveness
Self-Service, Automation & AI Enablement
- Drive adoption of end-user self-service capabilities, reducing dependency on manual support processes
- Identify and implement opportunities for automation across common support tasks and workflows
- Leverage AI and intelligent tooling (e.g. virtual agents, knowledge systems, automation platforms) to improve service efficiency and user experience
- Ensure knowledge is structured, accessible, and continuously improved to enable user self-resolution
- Partner with engineering teams to embed automation and reduce repeat incidents at source
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Service Performance & Continuous Improvement
- Define and manage service performance metrics (SLAs, KPIs, response and resolution times)
- Analyse trends, recurring issues, and user demand to drive improvements
- Identify root causes of issues and ensure long-term fixes are implemented via engineering teams
- Continuously improve processes, tooling, and service quality
- Ensure support services scale effectively with business growth
Business Engagement & Communication
- Act as a key interface between technology and the business for support-related matters
- Ensure clear communication of incidents, service performance, and improvements
- Build strong relationships with stakeholders across departments
- Align support services to business priorities and operational needs
- Manage expectations and ensure a professional, transparent service experience
Collaboration with Engineering & Security
- Work closely with software engineering and security teams to ensure effective escalation and resolution
- Ensure feedback loops exist between support and engineering to improve platforms and services
- Support rollout of new systems, tools, and improvements from engineering teams
- Ensure support teams are prepared to operate new technologies effectively
Here’s what we’re looking for from you:
- Proven experience managing staff and high volume and varied tasks
- Strong organisational and operational management capability
- Excellent people leadership, coaching, and team development skills
- Good understanding of core technology domains (cloud, SaaS, workplace technology), without needing deep expertise
- Experience driving service improvement, automation, or self-service initiatives
- Exposure to AI or automation tools within support environments (desirable)
- Strong knowledge of service management practices (ITIL or equivalent)
- Experience managing service performance metrics (SLAs, KPIs)
- Excellent stakeholder communication and relationship management
- Strong problem-solving and decision-making ability
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