Technical Support Manager

Team Manager – ADT Support Team

Shift Pattern:

Night shift rotation

4‑on / 4‑off schedule

Hours: 19:00–07:00

We’re looking for an experienced and people‑focused Team Manager to lead our ADT Support team. This is a fantastic opportunity for someone who thrives in a fast‑paced environment, enjoys developing others, and is passionate about delivering an excellent customer and colleague experience.

What we offer

• Competitive Salary: Reflecting your skills and experience

• Bonus Plan: Designed to reward your impact

• Generous Leave: 25 days of annual leave plus time off in lieu for any Bank Holidays worked

• Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave

• Comprehensive Benefits:

  • Pension plan (up to 7% employer match)

  • Life assurance

  • Employee assistance program

  • Referral scheme

• Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts

• Career Development: Extensive growth and advancement opportunities

• Free Onsite Parking: Hassle-free commuting

 How You Will Do It

• Lead, coach, and develop a high‑performing team of Technical Support Advisors

• Foster a positive culture focused on quality, accountability, and exceptional customer experience

• Provide regular 1:1s, coaching, and performance reviews to support colleague growth

• Monitor service levels, workflow, and team performance to ensure operational targets are consistently achieved

• Work collaboratively with stakeholders across ADT and Johnson Controls to drive continuous improvement

• Ensure full compliance with processes, policies, and security standards

• Contribute to training, onboarding, and ongoing skills development

• Guide your team to deliver all customer satisfaction measures, taking proactive action where standards need improvement

• Analyse customer data to identify root causes of dissatisfaction and shape effective action plans

• Manage customer escalations when required

Essential:

• Experience leading or coaching a team in a customer‑focused environment

• Strong communication and people‑management skills

• Ability to motivate, support, and develop colleagues

• A calm, solutions‑focused approach in a fast‑paced environment

• Confidence making decisions and managing performance

Preferred:

• Experience in a contact centre, technical support, or service‑based environment

• Background in security, alarm monitoring, or similar industries

• Familiarity with KPIs, service levels, and operational reporting

About Johnson Controls

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

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