6/08/2019 15:08 HRS


Support Manager

TAIT is the World Market Leader in designing, constructing and delivering the finest live event solutions in the world.  Whether it’s creating awe-inspiring spectaculars, complex touring stages, theatre engineering solutions, brand activations or cruise ship installations, TAIT delivers world-class solutions for live experiences. With its proprietary entertainment automation platform, custom-made products, and creative engineering, TAIT’s cutting-edge offerings continue to advance industry standards and exceed client expectations. As a global network of over 600 employees in 12 office locations, TAIT has worked on projects in over 30 countries, all 7 continents and even outer space.  TAIT’s diverse group of clients include Taylor Swift, Cirque Du Soleil, The Metropolitan Opera House, NASA, National Geographic, Beyoncé and The Olympics.

TAIT are looking for a Support Manager to provide support and coordination between clients and the UK Support Business by supplying management to external clients and leadership to internal teams.

Key Responsibilities/Accountabilities:

The Support Manager role is key within the Support team, which acts as the external face, and internal hub for project delivery by the UK Support business. Support projects can range from single site visits to medium sized refurbishment and planned maintenance visits. Typical Support projects can be up to £250,000 in value and may be delivered anywhere around the globe. To carry out the Support Manager role effectively requires close management of our clients, and leadership of internal teams to ensure that all deliverables are met and that right solution is delivered on time and on budget, reacting to and prioritising at short notice.

The key responsibilities are as follows:

  • Prepare a strategic plan of how each individual project is to be executed by working with the support of the Senior Support Manager or a Senior Support Engineer, leading those project teams to agree solutions, timeframes and budgets.
  • Manage clients to agree clear scope, schedule and contract, and manage the project team of that contract, negotiating changes and variations where applicable, with the support of the Senior Support Manager or a Senior Support Engineer.
  • Cost and budget projects correctly and do any necessary follow up for own projects and direct other support managers to do so independently if there are any discrepancies. Revise costs in line with the client request for changes and communicate changes to affected parties internally and externally.
  • Regular contact with site and client to ensure that work is managed and progressed safely and according to plan and to act on feedback from the site and troubleshoot any issues.
  • Visit sites and check progress as and when required.
  • Manage project cashflow ensuring purchasing is managed to limit cash outflow and income is realised as fast as possible.
  • Follow existing Support business processes & contribute to refining them.
  • Meet or exceed 95% customer satisfaction rating on all individual and departmental assigned help desk tickets.
  • Maintain greater than 95% score on Support team peer review.
  • Keep service level agreement breaches on all individually and departmental assigned help desk tickets to less than 10%.
  • Ensure that Support projects are managed and executed in a timely, cost-efficient, profitable and professional manner.
  • Demonstrate continuous diplomatic effort to improve operations, streamline work processes, work cooperatively and jointly to provide seamless client service.
  • Able to lead and manage a team, working together to define and achieve shared goals.
  • Ability to work closely with clients and manage client expectations and requirements


  • Degree or equivalent experience.
  • 5+ years of good working knowledge of the business and entertainment industry.
  • Technical skills relevant to the projects.
  • Good IT skills.
  • Understanding of budget control.
  • Logical thinker with creative problem-solving ability.
  • Good communication and negotiation skills.
  • Excellent organisational, planning and time management skills.
  • Great attention to detail.

If you are a people person who enjoys the fast-paced entertainment industry environment and have both theatre experience and technical skills from working backstage, this is the position for you.