Hybrid Technical Support Manager

at i6 Group

• Job title: Technical Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Farnborough, United Kingdom

About the role

• Technical Support Manager overseeing a support team for i6's aviation refuelling SaaS platform. Leading service desk operations, managing KPIs, and collaborating with cross-functional teams.

Responsibilities

• Manage the Support Team: Responsible for leading a team of +8 personnel, to deliver exceptional service to i6 customers, and ensure the team achieve their targets and goals.
• Hands-On Leadership: Manage, coach, and work alongside service desk analysts; handle escalations personally when necessary to maintain service quality.
• Operational Support Excellence: Oversee the triage, prioritization, and resolution of incidents and service requests from customers engaged in live refuelling operations.
• KPIs & SLAs: Define, monitor, and report on service desk KPIs (first-response time, resolution time, customer satisfaction, backlog, etc.) to ensure targets are met or exceeded.
• Cross-Functional Collaboration: Serve as the main support interface to Product Management, Engineering, Sales, and Customer Success—feeding back operational issues, customer pain points, and feature requests to drive continuous improvement.
• Knowledge Management: Build and maintain an internal and customer-facing knowledge base, including refuelling-specific workflows, FAQs, and troubleshooting guides to speed resolution via internal support portal.
• Customer Communication: Ensure clear, timely communication with customers regarding incidents, planned maintenance, product updates, and new features.
• Process & Tooling Improvement: Implement best-practice workflows (ITIL-aligned where appropriate) and optimise the use of service desk tools (Jira Service Management).
• Training & Readiness: Partner with Customer Success to ensure customers are trained on new features and support staff are briefed on upcoming changes.
• Compliance & Safety: Maintain awareness of employee safety and compliance requirements relevant to home working employees and ensure support practices align with them.
• Travel: There may be a requirement to travel to i6 Head office as required.

Requirements

• 3–5+ years’ experience managing a service desk or technical support team in a SaaS or operationally critical environment
• Familiarity with the aviation industry is highly preferred.
• Track record of setting, monitoring, and achieving service desk KPIs.
• Experience working cross-functionally with Product, Engineering, Sales, and Customer Success teams.
• Hands-on expertise with service desk and incident management tools.
• Excellent communication, stakeholder management, and problem-solving skills under time pressure.
• ITIL Foundation or similar certification is desirable.

Benefits

• 5% pension contribution
• 25 days holiday per annum in addition to UK bank holidays; with the option to buy/sell an additional 5 days per year, and your Birthday Day off
• Private health insurance and health care cash plan
• Quarterly Team Events
• Remote first working