At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and implement innovative technologies.
- Company: Join InterSystems, a global leader in data technology with a creative and supportive culture.
- Benefits: Enjoy competitive salary, career development opportunities, and a collaborative work environment.
- Other info: Be part of a forward-thinking company that values innovation and employee growth.
- Why this job: Make a real impact by mentoring talent and driving technological advancements in IT services.
- Qualifications: Strong leadership skills, excellent communication, and a passion for staff development required.
The predicted salary is between 45000 - 55000 £ per year.
The Technical Services Frontline Manager leads the frontline team, ensuring exceptional customer service and adherence to service level agreements (SLAs). In addition to managing Tier 1 operations, this role coordinates with other teams to deliver new technologies, process improvements, and system implementations.
Key Responsibilities
- Leadership & Team Development
- Lead, coach, and mentor Tier 1 staff, providing guidance, training, and assignments that prepare them for more advanced IT roles.
- Create structured development plans and career pathways for Tier 1 employees, enabling skill advancement and creating opportunities for advancement.
- Build team resilience by promoting a collaborative and supportive environment where employees feel valued, heard, and motivated to grow.
- Operational Oversight
- Oversee daily service desk operations, ensuring requests and incidents are resolved promptly and SLAs are consistently met.
- Monitor ticket queues, call metrics, and customer feedback to ensure high quality service delivery and operational coverage.
- Develop and refine processes that improve efficiency, consistency, and the overall end-user experience, fostering a customer-first culture within the team.
- Project Management for Technology Initiatives
- Coordinate project planning, stakeholder communication, and resource allocation between Tier 1 and Tier 2 teams.
- Develop rollout strategies, training materials, and user adoption plans for new technologies alongside the Tier 2 manager.
- Ensure Tier 1 staff are trained and prepared to support new systems post implementation.
- Customer Experience & Quality Assurance
- Implement quality assurance processes, including ticket audits, satisfaction surveys, and feedback reviews.
- Collaborate with other IT leaders to ensure a seamless escalation process for complex issues.
- Process Improvement & Knowledge Management
- Oversee the creation and maintenance of a knowledge base for internal staff and end users.
- Leverage data and metrics to recommend operational changes and evaluate training needs.
- Partner with Tier 2 to ensure lessons learned from support operations inform future technology decisions.
Experience/Qualification Required
- Strong leadership skills with a passion for staff development and coaching.
- Excellent interpersonal and communication abilities, with the skill to inspire and motivate.
- Strategic thinker who can balance immediate operational needs with long-term team growth.
- Proficient in project management principles and service delivery best practices.
- Customer-focused mindset with a commitment to service excellence.
Desirable
- Knowledge of prompt engineering, generative AI tools, and automation platforms used in IT operations and customer support environments.
- Awareness of emerging AI technologies and their potential application within IT service management and end-user support environments.
Manager, Technical Services Frontline in Belfast employer: Intersystems
InterSystems is an excellent employer, offering a dynamic work environment in Windsor where innovation meets collaboration. With a strong focus on employee growth and development, we provide comprehensive training and mentorship opportunities to help you excel in your role as a Frontline Technical Services Manager. Our commitment to service excellence is matched by our supportive culture, making it a rewarding place to build your career while delivering exceptional customer service.
