We are recruiting a Technical Support Manager to join our Business Systems team. We offer a hybrid working pattern with a mix of office and remote working.

A bit about us:

Tunstall is a market-leading health and care technology provider.

We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. Our incredible team of more than 3,000 colleagues provides lifesaving and life changing technology and services to millions of people in 18 different countries.

At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. We demonstrate our commitment to diversity and inclusion at each step. From our open, fair, and transparent recruitment processes, through to the many development and career growth opportunities we provide.

Each Tunstall colleague has a superpower… they’re unique. No one else is them, and we think that’s special. Come and join our mission and be part of our team, our One Tunstall team.

What will you be doing in this role?

The Technical Support Manager manages a team of application and hardware specialists in the provision of 1st and 2nd line support to Tunstall UK’s external customers. The team supports a wide range of Tunstall proprietary products and technologies.

The Ideal candidate:

We’re looking for someone who has experience of working with Tunstall systems, able to work to deadlines and strong leadership skills

Key skills and experience:

• Experience implementing ITIL best practice, including Incident Management / Change Management / Problem Management.

• Effective communication and presentation skills

• Demonstrable leadership and motivation skills.

• Effective planning and time management skills.

• Experience in providing support and advice to other team members.

• Good problem-solving skills.

• Ability to work to deadlines and under pressure.

• Networking knowledge covering LAN/WAN technologies.

What we offer:

• Competitive salary

• 25 days holiday + public holidays (pro rata)

• Holiday purchase scheme

• Contributory pension

• Paid volunteer day to support a cause you are passionate about,

• Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: free eye tests and retail discounts

• EAP WeCare service - including a 24/7 online GP and mental health counselling service,

• Boost your learning and growth through access to a Talent Library with over 800 courses, covering subjects from business skills to project management essentials,

• Free car parking,

• A warm and welcoming team environment,

• Development and a chance to build a rewarding career.

Your day-to-day responsibilities will include:

· To manage and lead the team of Customer support staff, including but not limited to managing annual and sick leave, providing regular coaching and feedback, identifying, developing and monitoring individual and team performance.

· To provide 1st/2nd line product support principally to external customers but also to internal colleagues where required.

· To support the team to resolve issues that come into the service desk acting as a point of escalation for more challenging issues.

· To ensure that incidents are resolved in a timely manner to meet defined service level targets using ITIL processes.

· To proactively help resolve tickets where required.

· To participate as a project resource as and when required.

· To coach other members of the team and other support staff.

· To ensure that the Support Team can provide support during deployment phases of new products when required.

Equal Opportunities at Tunstall
At Tunstall, we’re committed to building a team that reflects the diversity of the communities we serve. We welcome applications from people of all backgrounds, experiences, and abilities, and we celebrate the unique strengths each colleague brings. Our recruitment process is open, fair and inclusive, and we’re dedicated to providing any reasonable adjustments you may need to thrive.