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About the Role

As the Technical Support Manager, you will lead Hyve’s front line support function, ensuring high-quality, responsive, and consistent support across the organization. This leadership and operational management role requires strong organizational capability, people management skills, and business acumen, focusing on leading teams, improving service delivery, and aligning support services with business needs. A key focus will be driving the modernization of support through self-service, automation, and AI-driven capabilities.

Responsibilities

Lead and manage front line support staff, including performance, development, and daily operations
Build a high-performing, customer-focused support function
Provide coaching, mentoring, and structured career development for team members
Ensure appropriate global coverage, capability, and resourcing
Drive accountability, ownership, and service excellence within the team
Ensure consistent, high-quality delivery of support services across all business users
Own the day-to-day operation of incident, request, and escalation management
Ensure issues are prioritised, progressed, and resolved within agreed service levels
Act as the escalation point for major or high-impact service issues
Maintain a strong focus on user experience and service responsiveness
Drive adoption of end-user self-service capabilities, reducing dependency on manual support processes
Identify and implement opportunities for automation across common support tasks and workflows
Leverage AI and intelligent tooling (e.g. virtual agents, knowledge systems, automation platforms) to improve service efficiency and user experience
Ensure knowledge is structured, accessible, and continuously improved to enable user self-resolution
Partner with engineering teams to embed automation and reduce repeat incidents at source
Define and manage service performance metrics (SLAs, KPIs, response and resolution times)
Analyse trends, recurring issues, and user demand to drive improvements
Identify root causes of issues and ensure long-term fixes are implemented via engineering teams
Continuously improve processes, tooling, and service quality
Ensure support services scale effectively with business growth
Act as a key interface between technology and the business for support-related matters
Ensure clear communication of incidents, service performance, and improvements
Build strong relationships with stakeholders across departments
Align support services to business priorities and operational needs
Manage expectations and ensure a professional, transparent service experience
Work closely with software engineering and security teams to ensure effective escalation and resolution
Ensure feedback loops exist between support and engineering to improve platforms and services
Support rollout of new systems, tools, and improvements from engineering teams
Ensure support teams are prepared to operate new technologies effectively

Requirements

Proven experience managing staff and high volume and varied tasks
Strong organisational and operational management capability
Excellent people leadership, coaching, and team development skills
Good understanding of core technology domains (cloud, SaaS, workplace technology), without needing deep expertise
Experience driving service improvement, automation, or self-service initiatives
Exposure to AI or automation tools within support environments (desirable)
Strong knowledge of service management practices (ITIL or equivalent)
Experience managing service performance metrics (SLAs, KPIs)
Excellent stakeholder communication and relationship management
Strong problem-solving and decision-making ability

Location

London

Work Type

Full time
On-site

About the Company

Hyve is the organiser of the world’s fastest-growing and most forward-thinking B2B events, acting as the chosen event partner to many leading global companies. Their platforms help companies enter new markets, accelerate growth, and connect with key people. Hyve’s portfolio includes leading events in sectors like ecommerce, healthcare, edtech, and fintech. They foster an entrepreneurial culture with an ambitious acquisition strategy and are building tech and data-driven products to enhance connections. Employees join a global team redefining industry connections, collaboration, and growth.