Technical Project Manager Technical Support UK Remote

We are seeking a highly organized and detailoriented Technical Project Manager to join our Technical Support Team. This role will oversee key technical projects that enhance our support operations including incident response processes customer notifications and crossfunctional initiatives to improve efficiency and communication.

The ideal candidate has experience in project management within a technical environment strong written and verbal communication skills and a passion for driving process improvements that enhance the customer experience.

Key Responsibilities:

• Lead and manage incident response processes ensuring swift coordination between technical teams support and stakeholders.
• Collaborate with Technical Support Engineering Product Customer Success and other teams as needed to define incident management and customer communication workflows.
• Work with Customer Success and Support leadership to understand the customer impact and document customer communications and ongoing FAQs.  
• Oversee customer notification processes ensuring timely clear and effective communication during system disruptions and planned service updates.
• Write customer facing communications and answer inbound customer emails in conjunction with input from Customer Success and other teams as needed.
• Provide internal communications and workflows within the Support organization to manage specific customer notifications and inbound questions. 
• Work with Product and Engineering to understand data requirements for customers and implement processes to respond to customer requests.
• Develop and maintain project plans timelines and documentation for key technical support initiatives.
• Identify opportunities for automation and efficiency in incident handling and customer outreach.
• Drive postincident reviews tracking action items and ensuring continuous improvement.
• Implement best practices for change management and stakeholder communication.
• Monitor and report on KPIs related to incident response efficiency resolution times and customer communication effectiveness.

Qualifications :

Required Qualifications:

• 3 years of experience in project management within a technical or customer support environment.
• Strong understanding of incident response frameworks IT service management (ITSM) and customer communication best practices.
• Experience working with ticketing and incident management tools (e.g. Jira Zendesk or similar).
• Excellent organizational analytical and problemsolving skills.
• Strong written and verbal communication skills with the ability to translate technical details into customerfriendly messaging.
• Familiarity with agile methodologies and project management tools (e.g. Asana Trello or similar).
• Ability to work crossfunctionally in a fastpaced dynamic environment.

Preferred Qualifications:

• Experience in a SaaS or B2B technology company.
• ITIL or PMP certification is a plus.
• Knowledge of AIdriven support tools and automation.

Why Join Us

• Opportunity to lead critical initiatives that directly impact our customers and business success.
• A collaborative and innovative environment where your ideas drive real change.
• Growth opportunities within a fastpaced technology company.

Additional Information :

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education and thriving in an organization that is free of politics and full of humble inclusive and collaborative teammates the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remotecentric culture that empowers you to work with purpose and accountability in a way that best suits you supported by a comprehensive package that prioritizes your overall wellbeing.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric We realize our mission to ensure integrity and improve learning outcomes by  putting educators and learners at the center of everything we do.
• Passion for Learning We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
• Integrity We believe integrity is the heartbeat of Turnitin. It shapes our products the way we treat each other and how we work with our customers and vendors.
• Action & Ownership We have a bias toward action and empower teammates to make decisions.
• One Team We strive to break down silos collaborate effectively and celebrate each others successes.
• Global Mindset We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off 
• 4 SelfCare Days per year
• National Holidays*
• 2 Founder Days Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* varies by country

Seeing Beyond the Job Ad
At Turnitin we recognize its unrealistic for candidates to fulfill 100 of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If youre willing to learn and evolve alongside us join our team!

Turnitin LLC is committed to the policy that all persons have equal access to its programs facilities and employment. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.

Remote Work :

Yes

Employment Type :

Fulltime