Technical Support Manager

Want to be part of a hyper growth, fast paced, global business that is radically changing the decades old delivery universe as we know it? If so, read on, as we’re looking for an Electrical Engineer to join our Network Deployment team!

Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our InPost collection points, we’re bringing freedom to anyone with a parcel.

On our path to transforming e-commerce delivery in the UK, we’re building an unparalleled group of talent that’s hungry to help us disrupt the industry (find our 2023 annual report here). Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply-chain. We’re a passionate bunch and expectations are high, but we’re team players – collaborating, supporting, and leaving egos at the door.

About the role 💡

As a Technical Support Manager, you will be a first point of escalation for our Technical Support Team and to support to resolve issues with InPost Automatic Parcel Machines Software, hardware, and peripherals.

The Technical Support Manager will focus on both specific aspects of the IT department, such as applications, as well as general technical support to end-users whilst examining issues with IT software and equipment and developing and deploying solutions to keep systems working efficiently.

The Technical Support Manager will report in to our Head of Network Health and will also work with technicians and administrators in the UK and Poland to resolve issues that require extra attention or indicate a larger problem within the IT ecosystem. This role requires strong technical and creative problem-solving skills mixed with client support and service.

What you’ll be doing:

• Lead and manage a team of four Technical Support Engineers, overseeing escalations and ensuring timely, effective resolution of complex technical issues.
• Manage, deliver and report on Key Performance Indicators, driving continuous improvement.
• Lead the training and development of internal and external stakeholders to enhance technical capabilities.
• Lead the creation, implementation, and maintenance of documentation for internal teams and contractors.
• Manage the escalation process for complex technical issues, ensuring swift resolution.
• Provide weekly reporting on root cause analysis for high-impact APM callouts, identifying trends and implementing fixes.
• Support Network Operations by managing technical calls within agreed SLA targets.
• Develop and maintain IT operational documents and best practice guidelines.
• Manage system testing and updates, ensuring minimal disruption to operations.
• Stay ahead of upcoming software and firmware changes, ensuring the team is informed and changes are implemented effectively and on time.

What we need from you:

We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.

• Proven experience in IT support engineering roles and in leading a team is essential.
• In-depth working knowledge of Kibana, Elasticsearch, and SQL.
• Forward-thinking approach with the ability to work independently, take initiative, and drive resolution of complex issues.
• Skilled in identifying challenges and developing smart, efficient solutions.
• Experience delivering within a fast-paced, ever-evolving environment while maintaining high performance.

Technical skills required: Elasticsearch & Kibana, Java, PHP, SQL, cloud administration, Linux, HTML, JavaScript, ITIL, Incident and Problem Manager

Perks of the job!:

We love to reward our people for the great work they do:

🌞 Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year

More time for you to relax, explore, and enjoy life.

🌟 Vitality Health Care

Stay healthy and happy with our top-notch health coverage.

🌍 Work from Anywhere – 4 Weeks per year

Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected.

👶 Enhanced Parental Leave

We support you during those precious family moments.

🚊 Rail Loan Commute with ease! Purchase an annual season ticket, expense it through our InPost expenses procedure, and enjoy a more affordable interest free repayment over the year.

🌳 Volunteering Days

Take a paid day to make a difference in your community

🏡 Hybrid Working (Role suitability dependent)

We innovate, collaborate and optimise by coming together 3 days per week in the office

More Perks...

💼 The Tech You Need

Work from home like a pro with the right tech set up

💰 Perks at Work

Save money on life’s big and small purchases with access to local and national discounts and online classes.

The InPost process:

We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.

At InPost, we love uniqueness. Our strength is our people.

We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.