Technical Support Manager in Glasgow

Job DescriptionTechnical Support Manager(SaaS)Glasgow, Hybrid (3 days a week in the office)£35,000 - £40,000 per annumFull Time, PermanentMy client is a well-established SaaS business trusted by leading global brands. As they continue to scale, they are looking to recruit an experienced Technical Support Manager to bring structure, performance focus and operational discipline to their technical support function.This is an exciting opportunity to take ownership of an established support team and play a key role in shaping how support is delivered to a growing customer base. You will be responsible for improving processes and ensuring a consistently high standard of service across a complex technical environment.The roleWe are looking for a hands-on leader who thrives on bringing structure to busy operations, developing teams, and implementing data-driven ways of working. You will oversee technical support activity, manage escalations, and optimise workflows.If you enjoy leading, driving continuous improvement, and making an impact within a growing technology business, this is an opportunity where you can truly make your mark.Leading, mentoring, and developing existing teamDriving SLA performance, customer satisfaction, and first-contact resolutionManaging technical escalations for key enterprise customersImplementing support processes, workflows, and troubleshooting frameworksAnalysing support trends and identifying opportunities for continuous improvementCollaborating cross-functionally to improve customer experience and product performanceManage the day-to-day operation of the IT helpdesk, ensuring tickets areMaintain and improve IT policies, support procedures, knowledge base articles, and internal documentation.The candidateThis role would suit someone with previous experience leading a technical support team, who enjoys creating structure, improving processes, and developing high-performing teams. You will be passionate about delivering service, managing technical challenges, and driving operational excellence within a growing SaaS business.Previous experience leading a technical support or service desk team couple with a hands on mindsetA background within SaaS, IoT, software, technology, or hardware-enabled businesses is desirable but not essentialExperience managing escalations and customer-facing technical issuesA passion for coaching, mentoring, and developing team performanceExperience improving support processes, ticket management, and service delivery metricsExcellent communication skills and the confidence to engage with stakeholders at all levelsA proactive, solutions-focused mindset with a desire to drive continuous improvementIn returnCompetitive salary of £35,000 - £40,000 per annumHybrid working 3 days per week in the Glasgow officeBe part of an exciting period of growth, including a brand-new office development and continued investment in technology and infrastructureThe opportunity to shape and influence a growing support functionDirect exposure to senior leadership and strategic decision-makingA collaborative and supportive working environmentThe chance to work with innovative technology delivering real-world value to customersInterested? Click Apply today.TPBN1_UKTJ