- Location
- GBR Manchester, United Kingdom
- Workplace
- Onsite
- Type
- Full-time
- Department
- IT
- Seniority
- Manager
- Source
- Workday
Description
Team Manager – ADT Support Team
Shift Pattern:
Night shift rotation
4‑on / 4‑off schedule
Hours: 19:00–07:00
We’re looking for an experienced and people‑focused Team Manager to lead our ADT Support team. This is a fantastic opportunity for someone who thrives in a fast‑paced environment, enjoys developing others, and is passionate about delivering an excellent customer and colleague experience.
What we offer
Competitive Salary: Reflecting your skills and experience
Bonus Plan: Designed to reward your impact
Generous Leave: 25 days of annual leave plus time off in lieu for any Bank Holidays worked
Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
Comprehensive Benefits:
Pension plan (up to 7% employer match)
Life assurance
Employee assistance program
Referral scheme
Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
Career Development: Extensive growth and advancement opportunities
Free Onsite Parking: Hassle-free commuting
How You Will Do It
Lead, coach, and develop a high‑performing team of Technical Support Advisors
Foster a positive culture focused on quality, accountability, and exceptional customer experience
Provide regular 1:1s, coaching, and performance reviews to support colleague growth
Monitor service levels, workflow, and team performance to ensure operational targets are consistently achieved
Work collaboratively with stakeholders across ADT and Johnson Controls to drive continuous improvement
Ensure full compliance with processes, policies, and security standards
Contribute to training, onboarding, and ongoing skills development
Guide your team to deliver all customer satisfaction measures, taking proactive action where standards need improvement
Analyse customer data to identify root causes of dissatisfaction and shape effective action plans
Manage customer escalations when required
Essential:
Experience leading or coaching a team in a customer‑focused environment
Strong communication and people‑management skills
Ability to motivate, support, and develop colleagues
A calm, solutions‑focused approach in a fast‑paced environment
Confidence making decisions and managing performance
Preferred:
Experience in a contact centre, technical support, or service‑based environment
Background in security, alarm monitoring, or similar industries
- Familiarity with KPIs, service levels, and operational reporting
About Johnson Controls
Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.
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