Technical Support Manager
We’re Quickline, and we believe everyone deserves great internet—whoever you are, wherever you live. That’s why we’re bringing lightning-fast broadband to the places others leave behind.
We’re looking for a Technical Support Manager to lead our 1st line support team, making sure customers get fast, effective help with broadband, Wi-Fi and VoIP issues. You’ll spot trends, escalate network problems, manage outages, and improve the support journey across phone, email, chat, and self-service.
This role is based onsite at Willerby, Hull.
Here’s why you’ll love this role…
1. You’ll lead and develop our 1st line tech customer support team, making sure every customer gets fast, effective help when they need it most.
2. You’ll own our outage management processes—keeping customers informed and connected, even when the unexpected happens.
3. You’ll work across departments to spot patterns, escalate issues, and improve network reliability.
4. You’ll dive into the data—analysing trends and contact volumes to continually refine and improve our support strategy.
5. You’ll champion a seamless, OMNIchannel support experience, from phone and email to chat and self-service.
Why you’ll be great in this role…
1. You’ve led technical support teams before, ideally in the ISP, broadband, or telecoms world.
2. You know your way around broadband, WiFi, VoIP, and networking fundamentals—and can guide others through structured troubleshooting.
3. You’re a natural leader who brings out the best in people through coaching, training, and feedback.
4. You can spot a trend in a sea of tickets and know when and how to escalate to 3rd line or network teams.
5. You’re confident handling reporting, KPIs, and using insights to drive smarter decisions.
The Benefits…
1. Pension - 5% employer / 5% employee contribution.
2. WPA Health Scheme - Can claim back prescription, GP and optician charges, therapy allowance, private outpatient consultations, NHS parking claim back, EAP, 24/7 remote GP service, member discounts.
3. 25 days annual leave + bank holidays, your birthday, house move and wedding day off.
4. High Street Shopping Discount Scheme - Holidays, food and drink, insurance, sport, tech, high street, Ikea, M&S, cinema etc.
5. Free Parking on site.
6. Regular ‘Lunch & Learns’ and company wide ‘Elevenses’ meets to discuss company direction.
7. Social Events - Summer and Christmas parties etc.
8. Thank Q Awards - Monthly £50 winner, yearly £500 winner.
… and more.
Please note: Unfortunately, we can’t offer visa sponsorship.
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