Technology Support Manager at England Rugby

Twickenham, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

27 Aug, 26

Salary

55000.0

Posted On

29 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Desk Management, People Leadership, Stakeholder Management, ITIL Practices, ITSM Tools, Incident Response, Supplier Management, Triage And Escalation, KPI Reporting, Hardware Inventory Management, Microsoft 365 Support, Microsoft Intune, Endpoint Management, Change Governance, Operational Discipline, Customer Service

Industry

Spectator Sports

Description

Working at the RFU means being part of the ‘bigger picture’ at England Rugby: to be rooted in our purpose, which is to enrich lives, introduce more people to rugby union & develop the sport for future generations. If our purpose resonates with you, and you recognise the value that sport can bring to people’s lives, we’d love to work with you. An opportunity has arisen for a Senior Social Media Manager to join our Marketing team, leading the delivery of a best-in-class social media strategy across England Rugby channels. This role will play a pivotal part in driving audience growth, engagement and commercial value, while leading and developing a team of content specialists and working collaboratively with stakeholders across the organisation. Job Title : Technology Support Manager Department : Digital Technology Reports to : Head of Service Delivery Direct report(s) : 5 Salary Banding : £55,000 per annum Job Level : Guide Location : This role is contractually based at Allianz Stadium, offering some flexibility to work from home Employment Type : Permanent Working Hours : This is a full-time role, covering 35hrs per week Application Information: * Please submit an anonymised CV (i.e. remove personal details). You do not need to submit a cover letter * Vacancy closing date: Friday 12th June at 12pm To help us get to know your unique experience and voice, we kindly ask that you complete your application without the use of AI‑generated content. This ensures we can fairly and accurately understand your skills, perspective, and suitability for the role. The Role: The Rugby Football Union (RFU) is seeking a technically capable and detail-oriented Technology Support Manager to support the Service Delivery team, playing a key role in delivering a high quality, customer focused and process driven technology support service across the RFU. As a hands-on leader, the role oversees day to day service operations, ensuring that core processes run smoothly, SLAs are met, and that end users consistently receive an excellent service experience. Reporting to the Head of Service Delivery, the Technology Support Manager works directly with operational teams to maintain a stable and well governed service environment. The role is responsible for ensuring that established service processes are followed, issues are managed effectively, and opportunities for incremental improvements are identified and implemented. This is a visible and impactful role within the Digital Technology department and wider organisation, requiring a professional, proactive and customer centric approach at all times. The post-holder will champion service excellence, support operational discipline, and contribute to the continuous improvement of service delivery practices. The Team: The Digital Technology department is a vital team at the RFU, providing support and development capabilities across a wide variety of platforms and solutions. Supporting everything from match day infrastructure to day-to-day business operations the team provides the technology to run all aspects of rugby from grassroots through to national teams. Some key responsibilities include: * Line management responsibility for the Service Team (recruitment, performance, development, wellbeing and day-to-day leadership) * Run the day-to-day operation of the Service Desk, including ticket management: pick up and manage new tickets as they come in, distribute/allocate work appropriately, and ensure consistent handling across the team * Proactively monitor, chase and re-prioritise tickets to meet SLAs, working with users and technical teams to maintain focus; maintain ownership of all open tickets within Technology scope * Manage and oversee Level 1 and Level 2 support activities, ensuring appropriate triage, escalation and resolution pathways are followed * Use strong technical knowledge to perform initial triage, validate impact/priority, and coordinate timely escalation to specialist teams where required * Lead incident response and management activities (including major incidents where applicable), ensuring clear communications, coordination of technical responders, and post-incident follow-up * Ensure alignment to a service management framework (i.e. ITIL) across the Technology landscape that embeds industry standard processes into day-to-day service operations. * Report on KPIs including SLAs and team performance data to management * Maintain the hardware inventory and knowledge base, ensuring records remain accurate and up to date * Work with internal and third-party teams to drive ticket resolution, ensuring actions are taken and completed to protect and improve services * Ensure the Service Team are aware of new services/applications and that the correct processes are in place to support them effectively * Develop, maintain and embed policies, standards, processes and procedures in alignment with best practice within Service Delivery * Own key administrative areas supporting service operations (e.g., reporting, documentation, access governance tasks as assigned, and maintaining service records) * Demonstrate strong organisational skills, planning and coordination to balance workload, manage competing priorities and ensure consistent operational discipline * Supplier management: coordinate third-party support, manage support queues with vendors. * Event day support responsibilities and ensuring team is prepared for events * Actively collaborate with colleagues to contribute to the development and delivery of the current strategic, business and operational plans. * Act as an ambassador for, and promote the best interests of the RFU, including the promotion of our culture and core values – This Rose Means Everyone: Put The Team First, Shape The Future, Respect Each Other. * Undertake other duties as may be required from time to time as are consistent with the responsibilities of the post and the needs of the organisation. Qualifications, Skills & Experience: The skills and attributes outlined in this description are not exhaustive and we welcome candidates who can bring different relevant experiences to the role. Essential: * Demonstrable experience leading a service desk / support function (Level 1 and Level 2), driving a customer-centred, SLA-led service * People leadership experience (line management), including coaching, performance management and developing capability within a support team * Strong stakeholder management skills, with the ability to communicate clearly and build trusted relationships across the organisation * Working knowledge of ITIL practices and practical experience applying service management processes (e.g., incident, problem, change, knowledge, service level) * Experience using an ITSM / service desk tool to manage ticket flow, prioritisation, triage and escalations * Ability to lead incident response, coordinate technical contributors and provide clear user/stakeholder communications * Strong organisational skills, able to manage competing priorities, maintain operational discipline and deliver continuous improvement * Experience working with third-party suppliers and support partners to achieve timely resolution and service outcomes * Demonstrate proven line management experience, driving a culture of personal accountability and ownership within large IT service teams, including high maturity service desks * Committed to embodying the ethos our culture by using our three core values – Put The Team First, Shape The Future, Respect Each Other – to guide your day-to-day decisions, actions and interactions * Committed to actively contributing and building an inclusive culture in your role and day to day behaviours Desirable: * Relevant Microsoft certification (e.g., MCP) or equivalent * Experience with Microsoft Intune / endpoint management * Experience supporting Microsoft 365 services (e.g., Exchange Online, Teams, SharePoint Online) in a cloud-first environment * Experience operating an organisation-wide CAB / change governance process Additional Information: * We want you to have every opportunity to demonstrate your skills, ability and potential. If there is anything we could do to support you through your application or to provide the best environment for your interviews, including assistance or adjustment, please reach out to recruitment [recruitment@rfu.com]. * During your application, we will ask questions about your identity. This information is considered highly confidential and will not be seen by hiring managers. You can find out more about why we ask these questions here [https://www.englandrugby.com/about-the-rfu/working-at-the-rfu/monitoring-explainer]. About England Rugby England Rugby or Rugby Football Union (RFU) is the national governing body for rugby in England. We deliver three core activities, and our purpose is to enrich lives, introduce more people to rugby union and develop the sport for future generations. Our core activities are: * Rugby – supporting rugby from grassroots to performance level * Commercial – building partnerships and hosting matches and events * Running the business - ensuring our organization and people can thrive Our Culture At England Rugby, one of our core objectives is to drive rugby union to better reflect the diversity of society. We are aware that rugby, and sports in general, has not always been as welcoming an environment for everyone as we would like, and we are working hard to make rugby a more inclusive space for all identities. We believe hiring people from underrepresented groups into positions at all levels is vital to creating spaces and initiatives that better support those identities. We would love to see applications from disabled people, LGBTQIA+ people, people from ethnically diverse communities, people of faith, people from lower socio-economic backgrounds, and women and non-binary people. We know that representation is more than just getting people through the door, it’s about keeping people by responding to structural barriers relating to identities and valuing the insights that different lived experiences bring. We have network groups that provide peer-to-peer support and drive forward change internally. We support colleagues to develop, and each colleague has access to a personal coaching platform that can provide same-day one-to-one coaching. We are pushing ourselves to create a more inclusive culture every day through role modelling our culture and core values; This Rose Means Everyone: Put The Team First, Shape The Future, Respect Each Other. We know that flexible working is important to our colleagues, so our guiding principles are designed to support everyone to work in the way that suits them, their teams, and the organisation in the best way. We want you to have every opportunity to demonstrate your skills, ability and potential. If there is anything we could do to support you through your application or to provide the best environment for your interviews, including assistance or adjustment, please reach out to recruitment@rfu.com. What we can offer you We are proud of the range of benefits we can provide: * A variety of corporate discounts * Priority access to purchase match tickets * 25% discount in Rugby Store and EnglandRugby.com * 25 days of annual leave * Your birthday day off * Free access to the stadium gym * Life assurance of 4x your basic salary, income protection scheme and Employee Assistance Programme that offers anonymous and confidential, emotional and practical support 24/7 * Pension Scheme; the RFU will double match your individual contribution up to 10% of salary Ride-to-work scheme, eyecare vouchers, season ticket loans and so much more. If you would like to find out more about our diversity and inclusion work or the culture at England Rugby, please visit our website here: https://www.englandrugby.com/about-rfu/rfu-policies/diversity-and-inclusion/our-approach [https://www.englandrugby.com/about-rfu/rfu-policies/diversity-and-inclusion/our-approach]

Responsibilities

Lead the day-to-day operations of the Service Desk, managing ticket flow and ensuring SLAs are met for Level 1 and Level 2 support. Oversee the service team's performance and development while aligning technology services with the ITIL framework.