United Business Solutions is seeking to appoint an experienced and highly capable National Technical Manager to lead our Office Automation, Photocopier and Managed Print Division on a national level.

This is a senior leadership role responsible for overseeing the service desk, managing the technical teams across the country, and ensuring the consistent delivery of high-quality technical support and service excellence to our national client base.

The successful candidate will be responsible for driving national technical performance, improving service efficiencies, strengthening operational discipline, and ensuring that our technical support function operates with professionalism, urgency and precision.

Purpose of the Role

The National Technical Manager will provide strategic and operational leadership to the technical division, with direct responsibility for the national service desk and field technical teams. The role requires a leader who can align people, systems and service standards to ensure consistent delivery across all regions.

This individual will play a key role in improving service response times, strengthening technical capability, managing escalations, enhancing customer satisfaction, and building a culture of accountability and continuous improvement.

National Technical Leadership

• Lead and manage the service desk and national technical teams across multiple regions

• Establish and maintain clear technical service standards and operating procedures

• Drive consistency, accountability and high performance across the technical division

• Provide leadership, direction and support to regional technical teams and service management structures

Service Desk Oversight

• Oversee the daily operation and performance of the national service desk

• Ensure calls are logged accurately, prioritised correctly and escalated appropriately

• Improve turnaround times, communication standards and ticket resolution processes

• Monitor service desk efficiency and ensure effective coordination between support staff and field technicians

Technical Operations Management

• Manage the performance of field service teams responsible for photocopiers, printers, MFPs and managed print environments

• Monitor and improve key service metrics including response times, first-time fix rates, repeat calls, call ageing and machine uptime

• Identify recurring service issues and implement corrective actions to improve operational performance

• Ensure technicians are effectively supported, properly trained and deployed in line with service requirements

Escalation and Client Service Management

• Take ownership of major technical escalations and service-related client concerns

• Ensure root-cause analysis is conducted and long-term solutions are implemented

• Work closely with internal stakeholders to protect client relationships and ensure service commitments are met

• Maintain a strong focus on customer communication, service recovery and overall client satisfaction

People Management and Development

• Lead, mentor and develop technical managers, team leaders and technicians

• Build a culture of accountability, professionalism, problem-solving and service excellence

• Manage performance effectively and address underperformance where required

• Identify skills gaps and implement training and development initiatives across the national technical team

Reporting and Continuous Improvement

• Develop and maintain accurate reporting on technical performance and service delivery

• Analyse trends, identify areas for improvement and implement initiatives that enhance operational effectiveness

• Contribute to strategic planning and decision-making relating to technical support and service infrastructure

• Ensure systems, processes and controls support a scalable and high-performing technical environment