Technical Support Manager

About The Role

Working closely within the Operations team, you will be managing and leading the Technical Support team. The role will involve providing management information and tracking ticket SLA's and service revenue. You will ensure consistent working practices across the department and help us to exceed our revenue targets.

No two days will be the same, and each day will present new challenges to you. The role will involve working with clients, delivery managers, product development and project sponsors. You will be the initial escalation point and will need to work with the Technical Support Team to resolve whilst keeping senior management updated.

You will have management responsibility for the Technical Support Team, as well as overseeing team members personal development.

The role will be based in Bristol but you will be expected to visit our London office on a bi-monthly basis.

• Track SLA performance and KPI’s. Monitor SLA breaches and Due date completion and client comms, working with the Support Team Leads and Service Delivery Manager’s
• Track MI to drive revenue, team productivity & project health.
• Complete Support and Services monthly billing.
• Support Head of Operations UK and deputise when required.
• Operational delivery – supporting the Head of Operations UK in developing Lumera’s operational delivery approach in line with Lumera’s strategic objectives.

• Previous experience of people management
• Previous support desk experience
• Pensions knowledge – legislation, terminology, calculations
• Data analysis techniques and processes
• Familiar with project management methodologies
• Experience of working with Support and Delivery teams
• Experience of pension administration systems / pensions data

We help the pensions and insurance industry get full value from their data so that they can save money, reduce risk and give their customers a better experience. We use our technology to transform data. We help guide data strategies and provide software to help our clients keep getting more from their data so that, rather than holding them back, their data drives them forward.

Lumera Limited is part of the Lumera group which is dedicated to the digital transformation of the European Life and Pensions industry. As insurtech innovators, we provide technology solutions covering policy administration, data management and migration to a broad, blue‑chip customer base. Combining our tech and industry expertise, Lumera also offers a comprehensive range of specialist services tailored to each local market.

Based in Stockholm, Lumera has significant presence with offices in the United Kingdom, the Netherlands, Norway, Sweden, India and Vietnam.

We are Lumera – pioneering the digital transformation of the Life and Pensions industry. With strategic partnerships and advanced automation, we streamline policy administration, making complex processes simpler. Our mission, The Prudent Revolution, guides L&P providers through change, ensuring a smooth transition. Trusted for migrations and armed with deep domain expertise and innovative AI solutions, Lumera shapes the future. Join us on this innovative journey!