{"id":1405799,"url":"https://alion.io/job/adder-technology-technical-support-manager","title":"Technical Support Manager","company":{"id":1838655,"name":"Adder Technology","domain":"adder.com","url":"https://alion.io/company/adder-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-29T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cambridge, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":57000,"max_usd":142000,"period":"year","method":"role_country_seniority_unknown","sample_n":1041},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-07-29T14:59:57Z","employer_posted_date":"2026-07-29","last_verified_at":"2026-09-29T00:35:55Z","board_verified":true,"closed_at":null,"days_open":62,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":62},"description":"Technical Support Manager\nThe role\nWe are seeking an experienced, customer-focused Technical Support Manager to lead our Technical Support function from our Cambridge, UK headquarters, taking a proactive, hands-on approach to driving service improvements and setting a positive pace for the team.\nThe Technical Support Manager is responsible for ensuring the delivery of exceptional 1st and 2nd Line Support services globally while driving operational excellence, customer satisfaction, team development, and continuous improvement.\nThis role requires a deep understanding of customers' technical needs, the judgement to identify the most effective resolution, and a commitment to delivering a premium customer experience. The ability to drive team performance and continuous improvement is a must.\nSkills & experience\nA background in customer-facing B2B technology environments is essential, with experience supporting business customers through complex technical queries and resolutions.\nThe successful candidate will have:\nFirst-class understanding of IP networking concepts, including addressing, protocols, switching, and troubleshooting.\nProven ability to lead, motivate, and develop technical teams in a customer-focused environment. \nStrong organizational and time-management skills, with the ability to balance competing priorities effectively. \nAn ability to perform effectively under pressure, making sound decisions in high-priority situations. \nExperience of delegating tasks appropriately, maintaining accountability, and escalating issues when required. \nExcellent verbal and written communication skills, with a professional and confident customer-facing manner.\nProficient experience in the use of service desk software and processes, ticketing systems and service management platforms, CRM and Knowledge Bases. Practical working experience with Microsoft Office applications, Adobe Acrobat and modern operating systems. \nDegree-level qualification in a relevant discipline, or equivalent industry experience.\nOur values\nInnovation: We are passionate about new ideas and ways of doing things, sharing our knowledge and championing others success.\nPositivity: We carry out our work with transparency and integrity, supporting each other to perform to the best of our abilities.\nEmbracing Change: We seek to challenge and test established ways of doing things and adopt strategies to continuously improve and benefit our ways of working.\nCollaboration: We believe in the power of effective relationships, to support each other and work together to solve problems.\nEligibility statement\nYou must meet the following eligibility criteria to apply for the role:\nHave been a UK/EEA resident for the last 3 years\nHold valid residency status\nHave the right to work in the UK\nFor more information and to apply please click here.\nApply now\nJob details\nLocation:Cambridge\nHybrid after probation\nDepartment:Professional Services\nContract type:Permanent - Full Time\nApply now","description_format":"text","description_chars":2978,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Media & Entertainment","Film Production"],"lifecycle":[{"event":"open","at":"2026-09-28T17:46:07Z"}],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.324,"p_room":0.28,"age_days":61,"expected_fill_days":21,"reasons":["conf:5","win:tail","crowd:"],"computed_at":"2026-09-29T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/adder-technology-technical-support-manager","json_url":"https://alion.io/job/adder-technology-technical-support-manager.json","meta":{"generated_at":"2026-09-29T16:03:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"assistant","counted_by":"address","units_charged":1,"used_today":1072,"day_limit":2000,"remaining_today":928,"minute_limit":60,"resets_at":"2026-09-30T00:00:00Z"}}}