Support Manager

Company Description

Xalient is a global boutique specialising in the convergence of identity-driven security and secure networking. We help the world’s leading enterprises stay secure, connected, and ready for the future - bringing together deep technical expertise, business insight, and AI-powered innovation to solve the complex challenges of modern digital businesses.

Independent by design and driven by a passion for exceptional service, Xalient combines global reach with the agility and customer intimacy of a boutique provider. Our advisory, professional, and managed services teams operate across the UK, US, EMEA and Asia - delivering fast, tangible outcomes and long-term impact.

Xalient is trusted by forward-thinking enterprises to reduce risk, optimise performance, and navigate today’s digital complexity with confidence.

Position

Note: Possible requirement to travel across the UK and occasionally abroad, by agreement. Otherwise, the role is remote with visits to Xalient offices and customers as required.

Reporting to the Head of Network Engineering, the Network Support Manager – Level 3 is responsible for leading a highly skilled team of Level 3 engineers who provide advanced technical support for Xalient’s global Managed Services clients. This role covers the 12PM–8PM BST shift and plays a key part in the team’s 24x7 support coverage for complex networking and security environments, including routing, switching, firewalls, Wi-Fi, SD-WAN, and cloud-based solutions.

The manager serves as both a technical escalation point and team leader, overseeing incident resolution, root cause analysis, and SLA performance. The role involves close collaboration with Level 1 and 2 teams, CDMs, CSMs, professional services, vendors, and enterprise clients to maintain service quality.

Additional responsibilities include team development, process optimisation, and continuous improvement. The ideal candidate has strong technical expertise in (SD-)WAN, enterprise networking and security, experience leading high-performing support teams, and a background in managed services or service provider environments.

What you’ll be doing

• Lead and manage a team of Level 3 network security engineers, ensuring effective handling of complex changes, incidents, problems, and escalations across customer environments.
• Act as a senior escalation point for technically complex issues, providing hands-on guidance and managing high-impact incidents with diplomacy and accountability.
• Oversee 24x7 support operations, including shift coverage (12PM–8PM BST), on-call rotations, SLA adherence, and team resourcing to maintain consistent service delivery and continuity.
• Participate in the on-call escalation rotation, owning incident coordination, communication, and escalation management to minimise business disruption and ensure service-level commitments are met.
• Collaborate with CDMs, CSMs, professional services, and Level 1 and 2 teams to ensure smooth onboarding of new services into the Managed Services function, including documentation, knowledge transfer, and training.
• Ensure technical documentation, runbooks, network diagrams, and workflows are maintained and compliant with internal standards and client requirements.
• Drive continuous improvement through root cause analysis, problem management, process optimisation, and automation to reduce repeat incidents and improve service stability.
• Monitor and analyse KPIs, such as MTTR, SLA compliance, and backlog aging, using data to inform decision-making and identify areas for operational improvement.
• Ensure compliance with security policies, proactively identifying and mitigating risks and vulnerabilities in customer environments.
• Build and maintain strong relationships with key stakeholders, including C-level executives and technical teams, by managing escalations, leading service reviews, and aligning service delivery to business needs.

What you'll need

• Strong leadership and team management skills, including coaching, mentoring, and performance management.
• In-depth technical expertise in networking and network security technologies (e.g., routing, switching, firewalls, SD-WAN, Wi-Fi, IDS/IPS, Public Cloud Provider networking, SASE/SSE, etc.).
• Proficient in incident, problem, and change management processes, with a solid understanding of ITIL fundamentals.
• At least 3 years’ experience in an MSP managerial role managing network and network security focused teams
• Exceptional attention to details and documentation skills.
• Excellent communication and interpersonal skills, capable of liaising with technical teams, customers, and executive stakeholders.
• Experience conducting service reviews, managing SLAs, and reporting on KPIs and service metrics

Education:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field (preferred)
• Cisco: Cisco Certified Network Professional (CCNP) or equivalent (preferred)
• Palo Alto Networks: PCNSA, PCNSE (preferred)
• Fortinet: FCP or FCSS (particularly focused on Enterprise Firewall, SD-WAN, and FortiManager) (preferred)
• Aruba (HPE): Aruba Certified Switching Professional (ACSP), Aruba Certified Mobility Professional (ACMP), or SD-WAN Professional Certification (preferred)
• Certified Information Systems Security Professional (CISSP) or Certified Information Security Manager (CISM) (preferred)

Offer:

• £75,000 – £85,000 base salary
• Remote working
• Work mobile
• Laptop
• 25 days holiday plus bank holidays
• Extra 1 days holiday on your birthday
• Private medical insurance
• Pension
• Flexible benefit fund

Equal Opportunities Statement

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.

Our Commitment to Diversity