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Senior Manager, Technical Support

General Information

Ref #:


Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time


Bracknell - Bracknell Forest - United Kingdom

Description & Qualifications


We are hiring a Senior Manager, Technical Support to be a member of the UKG Support EMEA management team. The Senior Manager will be responsible for leading technical teams which support external and internal customers for our Workforce Management and Human Capital Management products.

The Senior Manager will establish strategies, goals and processes which improve effectiveness and efficiency while focusing on the customer experience. The successful candidate will also provide stewardship for the daily operations and lead the teams to deliver world-class customer service which meets the UKG Customer First ethos.

This role will also be responsible for creating an environment which promotes and fosters the development and growth of team members to a sustained high level of performance. The Senior Manager’s leadership will be pivotal to achieving our goal of delivering great customer experiences which enables customers to maximize value from their UKG solutions.

• Develop strategies, operating plans and manage the execution within the Technical Support team to provide consistently high-quality service which drives customer success
• Provide guidance to your direct reports on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfaction
• Proficiently gather and analyse team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions and predict future needs
• Identify and implement process improvements which increase team efficiency, effectiveness and the customer experience
• Ensure that the team documents, tracks and manages all support requests, communications and actions in the Salesforce CRM system
• Ensure adherence to established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences
• Promote Knowledge Centric Support (KCS) practices – team uses the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of the KB
• Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results
• Provide leadership in resolving issues related to inter-departmental workflow and processes
• Meet or exceed the established service level objectives for the Technical Support team
• Act as a primary management escalation resource for customer and internal feedback pertaining to the team
• Participate in late & weekend shifts on a rotational basis


• Extensive experience and expert knowledge of customer support work processes and best practices needed to deliver great customer experiences in a high volume, mission critical technical support centre
• Advocate for operational excellence and passionate about customer service
• Excellent customer service skills and demonstrated track record in communicating with customers, instilling confidence and building strong customer relationships
• Excellent leadership, teamwork, influencing, mentoring and coaching skills. Experience in managing successful remote support teams
• Self-motivated, results-driven, detail-oriented, deadline-driven and action-oriented
• Proven ability to effectively multi-task and manage multiple priorities with tight time constraints
• Strong knowledge of support tools such as CRM, knowledge management and ACD systems

• Extensive experience is required in a customer, product or technical support role, along with good tenure in a technical support management capacity for complex software applications. This would also include moderate experience in a senior leadership technical support role
• Prior management experience in a support environment working with customers to resolve problems related to enterprise business applications, is a plus
• BA/BS degree in management, computer science, information technology or a related technical discipline such as engineering

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 (978) 250 9800.