Technical Customer Support Manager

Position Overview

We are seeking a Technical Customer Support Manager with a strong background in Identity and Access Management (IAM) to lead our customer support operations for clients based in the UK. The ideal candidate will combine technical proficiency with customer service leadership ensuring our clients receive exceptional support experiences while maintaining the operational stability and efficiency of IAM platforms such as IBM ISVG and Exostars Access One.

This is a managerial role that requires oversight of support teams process optimization and collaboration with engineering product and client teams. Some hands-on technical work is expected. The manager must have the technical depth to understand complex issues guide troubleshooting and drive resolution strategies.

Key Responsibilities

• Customer & Team Management
• Lead and mentor a team of technical support engineers providing Level 1 2 and 3 IAM support.
• Manage performance training and development of the support team to ensure consistent high-quality service delivery.
• Act as the primary escalation point for client issues ensuring timely communication and resolution.
• Oversee service metrics (SLAs response times resolution rates) and report performance to leadership and clients.
• Technical & Operational Oversight
• Administer and maintain IAM platforms such as IBM ISVG and Exostars Access One ensuring operational efficiency and secure access control.
• Manage user identities roles and access privileges across IAM systems and integrated applications.
• Oversee troubleshooting processes for complex access or identity-related issues including reviewing live log files and replicating customer environments for diagnostics.
• Monitor customer ticket queue and assist in the resolution of problems
• Collaborate with clients to assess IAM needs and deliver tailored solutions aligned with security and compliance standards.
• Partner with engineering teams to design develop and implement IAM enhancements or fixes.
• Process & Documentation
• Ensure accurate documentation of technical issues resolutions configurations and operational runbooks.
• Contribute to and maintain internal knowledge bases and standard operating procedures.
• Drive continual service improvement by identifying optimization opportunities in IAM systems workflows and support processes.

Basic Qualifications

• Bachelors degree in Computer Science Information Technology or a related field.
• 4 years of experience in IAM Support or Technical Support roles including customer-facing exposure.
• Proficiency in Unix/Linux system administration including shell commands and troubleshooting.
• Strong SQL skills for data validation analysis and reporting (experience with DB2 preferred).
• Experience with IBM ISVG or equivalent IAM solutions.
• Knowledge of LDAP and Active Directory.
• Familiarity with Web Services and REST APIs integration.
• Working understanding of Federated SSO SAML OIDC and OAuth2 protocols.
• Understanding of HTTP servers application servers log analysis and Docker concepts.

Preferred Qualifications

• Prior experience managing a technical support or IAM operations team.
• Exposure to enterprise-level IAM deployments and client onboarding processes.
• Strong analytical and problem-solving skills with a customer-first mindset.
• Excellent communication documentation and cross-functional collaboration abilities.
• Experience working with UK or European clients understanding time zone and compliance requirements (e.g. GDPR awareness).

Required Experience:

Manager