Technical Manager

Description:

The Technical Manager will provide operational, technical and account leadership for a Central Control Centre, with overall responsibility for the effective management of the central control desk and delivery of 24/7 reactive support across the contract.

The role will lead the Technical Leads, Technical Coordinators and helpdesk function, ensuring that reactive maintenance requests, BMS alarms, technical incidents and emergencies are correctly triaged, prioritised, assigned and managed through to verified closure. You will also hold responsibility for account performance, budget control, vendor management, service levels, system governance and continuous improvement.

This is a hands-on leadership role requiring strong technical judgement, a positive and solutions-focused approach to emergencies, and the ability to maintain clear accountability across internal teams, the clients service partners and client stakeholders.

Main Responsibilities

Operational Leadership and Technical Support
 

• Lead, coach and manage the Technical Leads, Technical Coordinators and central control desk team, ensuring clear accountability, effective workload allocation and consistent service delivery.
• Maintain a resilient 24/7 reactive support model, including shift coverage, handovers, out-of-hours escalation, holiday cover and senior support during major incidents.
• Own the end-to-end technical triage process for reactive events, validating priority, asset criticality, business impact, safety risks, probable causes and the correct technical response.
• Ensure emergencies and business-critical incidents are acted upon immediately, with the appropriate resources mobilised and clear escalation, communication and recovery plans maintained through to resolution.
• Provide or coordinate senior technical support for complex building services faults across mechanical, electrical, HVAC, BMS, controls, life-safety interfaces and critical infrastructure.
• Manage the control and updating of technical documentation, including drawings and asset registers, as required.
• Ensure compliance and certification requirements are understood, with appropriate verification and confirmation checks in place.
   

BMS and Helpdesk Management
 

• Hold overall responsibility for the review, prioritisation, escalation and closure of BMS alarms through the central control desk.
• Establish and maintain BMS alarm management procedures covering criticality, response matrices, nuisance-alarm reduction, alarm rationalisation, suppression governance and escalation thresholds.
• Use BMS trends, asset history, work-order information and repeat-fault data to identify developing risks, reduce avoidable callouts and support predictive interventions.
• Manage the technical performance of the helpdesk, ensuring calls are accurately logged, prioritised, allocated, monitored and progressed through to verified closure.
• Define and maintain standard operating procedures, priority definitions, escalation routes, major-incident protocols, communication templates and shift handover requirements.
• Monitor open and overdue work orders, backlog ageing, no-access events, repeat contacts, SLA risks and jobs awaiting parts, quotation or client approval.
• Ensure work orders and system records contain accurate diagnostics, decisions, communications, attendance evidence, costs, completion notes and closure validation.
• Own operational governance for central control desk systems, including access controls, data standards, user compliance, reporting, audit trails and continuous improvement.