Hyve is seeking a Technical Support Manager to lead our front-line support function, ensuring high-quality, responsive, and consistent support across the organisation. This is a leadership and operational management role based in London, United Kingdom, reporting to the Director. While a solid understanding of core technology concepts is expected, deep technical expertise is not required; the focus is on leading teams, improving service delivery, and aligning support services with business needs. A key objective is to modernise support through self-service, automation, and AI-driven capabilities to reduce manual intervention while enhancing user experience and efficiency. Responsibilities include Team Leadership and People Management (leading front-line staff, building a high-performing function, coaching and career development, ensuring global coverage and resource planning, driving accountability and service excellence); Service Delivery and Operational Management (managing day-to-day incident, request, and escalation processes; ensuring issues are prioritised and resolved within SLAs; serving as escalation point for major issues; maintaining user experience and responsiveness); Self-Service, Automation and AI Enablement (promoting end-user self-service; identifying automation opportunities; leveraging AI tools to improve efficiency and user experience; ensuring knowledge is accessible and continuously improved; partnering with engineering to embed automation and reduce repeat incidents); Service Performance and Continuous Improvement (defining and managing SLAs/KPIs; ana

Hyve is seeking a Technical Support Manager to lead our front-line support function, ensuring high-quality, responsive, and consistent support across the organisation. This is a leadership and operational management role based in London, United Kingdom, reporting to the Director. While a solid understanding of core technology concepts is expected, deep technical expertise is not required; the focus is on leading teams, improving service delivery, and aligning support services with business needs. A key objective is to modernise support through self-service, automation, and AI-driven capabilities to reduce manual intervention while enhancing user experience and efficiency. Responsibilities include Team Leadership and People Management (leading front-line staff, building a high-performing function, coaching and career development, ensuring global coverage and resource planning, driving accountability and service excellence); Service Delivery and Operational Management (managing day-to-day incident, request, and escalation processes; ensuring issues are prioritised and resolved within SLAs; serving as escalation point for major issues; maintaining user experience and responsiveness); Self-Service, Automation and AI Enablement (promoting end-user self-service; identifying automation opportunities; leveraging AI tools to improve efficiency and user experience; ensuring knowledge is accessible and continuously improved; partnering with engineering to embed automation and reduce repeat incidents); Service Performance and Continuous Improvement (defining and managing SLAs/KPIs; ana