Location Glasgow

The Vacancy

Department: Service Desk

Job Title: Technical Support Manager

Location: Glasgow

Responsible To: Technical Operations Manager

Overview:

We are looking for a motivated and technically minded Security Systems Support Team Leader to manage a small team providing first-line support across a major UK retailers national CCTV and security platforms This role combines hands-on technical support with leadership, coordination, and direct liaison with key stakeholders

Main Purpose of Role:

You will manage a small team delivering first-level technical and administrative support for CCTV, Body Worn Video, and related security software systems The position involves ensuring smooth day-to-day operations, maintaining service levels, and acting as the main escalation point for technical queries and client communication

You'll also support the clients management team with insight, reporting, and implementation of new processes and technologies within their security infrastructure

Key Responsibilities:

• Lead and support a small technical team providing first-line assistance for CCTV and security platforms

• Oversee daily workload, delegate tasks, and ensure timely resolution of support requests

• Provide first-level technical support for IP based security systems such as, but not limited to, CCTV, body worn video, routers and PC's

• Maintain and update front-end software, user configurations, and reporting tools

• Generate reports, assist with documentation, and maintain accurate records of support activity

• Liaise with software vendors and escalate issues where higher-level support is required

• Attend meetings relating to system performance, system developments, and future security technology plans

• Oversee Body Worn Video (BWV) server support, including firmware, licensing, and software updates

• Provide training to users and team members on CCTV platforms and new processes

• Communicate regularly with key stakeholders, providing updates and recommendations

• Support the ongoing maintenance and improvement of systems through collaboration with the wider engineering and client teams

Desirable Skills & Experience:

• Previous experience managing or mentoring a small team

• Background in CCTV, security, or IT systems

• Strong organisational and problem-solving skills with excellent attention to detail

• Confident communicator with the ability to build strong relationships with clients and colleagues

• Good working knowledge of Microsoft Office applications, especially Excel

• Basic understanding of networking principles (IPv4)

• Self-motivated, proactive, and capable of prioritising multiple tasks effectively