Technical Support Manager

Working at the RFU
Working at the RFU means being part of the ‘bigger picture’ at England Rugby: to be rooted in our purpose, which is to enrich lives, introduce more people to rugby union & develop the sport for future generations. If our purpose resonates with you, and you recognise the value that sport can bring to people’s lives, we’d love to work with you.

Job Title: Technology Support Manager
Department: Digital Technology
Reports to: Head of Service Delivery
Direct report(s): 5
Salary Banding: £55,000 per annum
Job Level: Guide
Location: This role is contractually based at Allianz Stadium, offering some flexibility to work from home
Employment Type: Permanent
Working Hours: This is a full-time role, covering 35hrs per week

The Role:

The Rugby Football Union (RFU) is seeking a technically capable and detail-oriented Technology Support Manager to support the Service Delivery team, playing a key role in delivering a high quality, customer focused and process driven technology support service across the RFU. As a hands-on leader, the role oversees day to day service operations, ensuring that core processes run smoothly, SLAs are met, and that end users consistently receive an excellent service experience.

Reporting to the Head of Service Delivery, the Technology Support Manager works directly with operational teams to maintain a stable and well governed service environment. The role is responsible for ensuring that established service processes are followed, issues are managed effectively, and opportunities for incremental improvements are identified and implemented.

This is a visible and impactful role within the Digital Technology department and wider organisation, requiring a professional, proactive and customer centric approach at all times. The post-holder will champion service excellence, support operational discipline, and contribute to the continuous improvement of service delivery practices.

The Team:

The Digital Technology department is a vital team at the RFU, providing support and development capabilities across a wide variety of platforms and solutions. Supporting everything from match day infrastructure to day-to-day business operations the team provides the technology to run all aspects of rugby from grassroots through to national teams.

Some key responsibilities include:

• Line management responsibility for the Service Team (recruitment, performance, development, wellbeing and day-to-day leadership)
• Run the day-to-day operation of the Service Desk, including ticket management: pick up and manage new tickets as they come in, distribute/allocate work appropriately, and ensure consistent handling across the team
• Proactively monitor, chase and re-prioritise tickets to meet SLAs, working with users and technical teams to maintain focus; maintain ownership of all open tickets within Technology scope
• Manage and oversee Level 1 and Level 2 support activities, ensuring appropriate triage, escalation and resolution pathways are followed
• Use strong technical knowledge to perform initial triage, validate impact/priority, and coordinate timely escalation to specialist teams where required
• Lead incident response and management activities (including major incidents where applicable), ensuring clear communications, coordination of technical responders, and post-incident follow-up
• Ensure alignment to a service management framework (i.e. ITIL) across the Technology landscape that embeds industry standard processes into day-to-day service operations.
• Report on KPIs including SLAs and team performance data to management
• Maintain the hardware inventory and knowledge base, ensuring records remain accurate and up to date
• Work with internal and third-party teams to drive ticket resolution, ensuring actions are taken and completed to protect and improve services
• Ensure the Service Team are aware of new services/applications and that the correct processes are in place to support them effectively
• Develop, maintain and embed policies, standards, processes and procedures in alignment with best practice within Service Delivery
• Own key administrative areas supporting service operations (e.g., reporting, documentation, access governance tasks as assigned, and maintaining service records)
• Demonstrate strong organisational skills, planning and coordination to balance workload, manage competing priorities and ensure consistent operational discipline
• Supplier management: coordinate third-party support, manage support queues with vendors.
• Event day support responsibilities and ensuring team is prepared for events
• Actively collaborate with colleagues to contribute to the development and delivery of the current strategic, business and operational plans.
• Act as an ambassador for, and promote the best interests of the RFU, including the promotion of our culture and core values – This Rose Means Everyone: Put The Team First, Shape The Future, Respect Each Other.
• Undertake other duties as may be required from time to time as are consistent with the responsibilities of the post and the needs of the organisation.