Technical Support Manager

About us @Symphony

We’ve spent the last 10 years building a communication and markets technology company, powered by interconnected platforms: messaging, voice, directory and analytics.  Over 1000 institutions use our modular technology built for global finance. Security is in our DNA with uncompromising data protection, end-to-end encryption and resilient architecture, all created on a foundation of trust with our customers . 

But that was only chapter one. We’re now building on our purpose-built network, expanding AI-powered, real-time collaboration, redefining flexibility with fully cloud-native software with our trader voice product, and rethinking the industry’s approach to identity verification, connection and intelligence. .

The opportunity and our ambition are huge. But we need passionate, dedicated individuals to get there. At Symphony we work hard and fast. Our unique blend of technology and financial services makes it an environment you won't get elsewhere.

Role Description:

Symphony is seeking an experienced and highly organised Technical Support Manager to lead our L1 and L2 Technical Support teams for the Symphony Voice (Cloud9) platform, based in Belfast. This leadership role is responsible for overseeing day-to-day support operations, ensuring the highest standards of service delivery, and driving operational excellence across both first and second-line support.

The successful candidate will manage a technically skilled team responsible for diagnosing, troubleshooting, and resolving complex issues across Symphony Voice services. This role requires strong technical acumen, proven leadership, and the ability to collaborate effectively with Engineering, Product, and Site Reliability teams to deliver a seamless customer experience.

Responsibilities: 

• Team Leadership & Development: Lead, mentor, and develop the L1 and L2 Support teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Operational Oversight: Manage ticket queues in Zendesk, ensuring efficient triage, prioritisation, and resolution of customer issues related to Symphony Voice services, including application support, API troubleshooting, connectivity, and configuration.
• Escalation Management: Own the escalation framework to L3, SRE, and Development teams, ensuring accurate documentation, timely communication, and effective resolution of complex incidents.
• Quality & Process Improvement: Establish and maintain standard operating procedures, perform regular ticket quality reviews, and lead initiatives to improve response times, resolution rates, and customer satisfaction.
• Collaboration & Stakeholder Management: Serve as the main point of contact between Technical Support and internal stakeholders, including Product, Engineering, and Service Delivery, to address recurring issues and share insights.
• Reporting & Metrics: Define and report on key performance metrics (e.g. response times, resolution times, backlog management, customer satisfaction) and present performance updates to senior leadership.
• Training & Knowledge Management: Develop training plans, technical documentation, and knowledge base articles to upskill team members and promote self-service for common customer queries.
• Incident & Problem Management: Ensure consistent handling of incidents and root cause analysis (RCA) follow-up to prevent recurrence and enhance service reliability.

Required Skills & Experience:

• 3+ years’ experience in a technical support or helpdesk environment, with at least 2 years in a team leadership or management role.
• Proven ability to lead a customer-facing support team in a fast-paced, SLA-driven environment.
• Strong troubleshooting skills with a working knowledge of Windows OS, networking fundamentals (IP, DNS, VPN), SaaS platforms, and ticketing tools (Zendesk, Jira).
• Excellent verbal and written communication skills with the ability to interact confidently with clients and executives.
• Experience with VoIP/SIP technologies, cloud PBX systems, or trader voice platforms preferred.
• Familiarity with SAML/SSO concepts and support processes.
• Strong organisational and time management skills with the ability to manage multiple priorities.

Compensation:

• Competitive salary
• Bonus Plan
• Benefits and Perks vary based on location.

Benefits and Perks:

• Regional specific competitive benefits
• Build your own Benefits (BYOB) perk
• Many other fun and exciting benefits and activities!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.