At a Glance
- Tasks: Lead a dynamic team to deliver top-notch IT support and drive service excellence.
- Company: Join a forward-thinking tech company in Omagh, Northern Ireland.
- Benefits: Competitive salary, training opportunities, and a supportive work environment.
- Other info: Opportunity for career growth and continuous learning in a collaborative culture.
- Why this job: Make a real impact by leading a talented team in a fast-paced setting.
- Qualifications: Experience in managing IT service desks and strong leadership skills required.
The predicted salary is between 40000 - 50000 £ per year.
The Technical Operations Manager is responsible for the day-to-day leadership and performance of the service desk function, ensuring high-quality IT support is delivered to our clients in line with agreed Service Level Agreements (SLAs). The role will lead a team of approximately 14 technical staff across service desk, infrastructure, cloud services, networking, and cyber security, driving service excellence, customer satisfaction, and continual service improvement.
Responsibilities
- Team Leadership & Management
- Lead, manage, and develop a team of ~14 technical staff across multiple disciplines.
- Conduct regular 1:1s, performance reviews, and coaching sessions.
- Manage resource allocation, scheduling, and workload balancing.
- Support recruitment, onboarding, and training of new staff.
- Foster a high-performance, customer-focused team culture.
- Build a culture of accountability, ownership, and continuous improvement.
- Desk Operations
- Oversee daily service desk operations, ensuring efficient ticket handling.
- Manage ticket queues, prioritisation, and escalation processes.
- Ensure timely response and resolution of incidents and service requests.
- Act as an escalation point for complex or high-priority issues.
- SLA & KPI Management
- Own and report on service desk performance against SLAs and KPIs.
- Monitor metrics such as First Response Time, Resolution Time (MTTR), First Contact Resolution (FCR), Ticket backlog, and Customer Satisfaction (CSAT).
- Produce regular performance reports for management and clients.
- Client & Stakeholder Management
- Act as a key point of contact for service-related client issues and escalations.
- Participate in service review meetings with clients where required.
- Work closely with account management/sales teams to ensure client satisfaction.
- Manage and resolve service complaints in a professional manner.
- Process & Service Improvement
- Implement and maintain ITIL-aligned processes (Incident, Request, Problem, Change).
- Identify recurring issues and drive problem management initiatives.
- Improve service desk efficiency through automation, documentation, and knowledge sharing.
- Maintain and develop the internal knowledge base.
- Major Incident Management
- Lead or coordinate major incidents, ensuring effective communication.
- Ensure timely updates to clients and internal stakeholders.
- Conduct post-incident reviews and drive preventative actions.
- Systems & Tools Management
- Oversee the effective use of PSA/ticketing systems (e.g. ConnectWise, Autotask).
- Ensure accurate ticket data for reporting and analysis.
- Work with technical teams to optimise monitoring and alerting systems.
- Collaboration with Projects Team
- Work closely with the Project Manager to ensure smooth handover between projects and support.
- Ensure clear boundaries between project work and support activities.
- Assist in identifying opportunities for project work from recurring support issues.
Key Performance Indicators (KPIs)
- SLA compliance across all clients.
- Reduction in ticket backlog.
- Improvement in response and resolution times.
- Customer Satisfaction (CSAT/NPS).
- Team utilisation and productivity.
- Reduction in repeat incidents.
Skills & Experience
- Essential
- Proven experience managing an IT service desk or support team.
- ITIL certification (Foundation or above).
- Experience working within an MSP or multi-client environment.
- Strong understanding of SLA-driven service delivery.
- Experience using ticketing/PSA systems.
- Excellent communication and leadership skills.
- Minimum 3-5 years of experience specifically managing a service desk within a Managed Service Provider (MSP) environment.
- Desirable
- Experience across infrastructure, cloud, networking, or cyber security environments.
- Experience with RMM and monitoring tools.
- Experience driving service improvement initiatives.
- Technical Understanding
- Good understanding of Microsoft 365 / Azure environments.
- Networking fundamentals.
- Endpoint and security technologies.
- Ability to guide and support technical teams (not necessarily hands-on).
- Personal Attributes
- Customer-focused with a strong service mindset.
- Highly organised with the ability to manage competing priorities.
- Calm under pressure and able to handle escalations.
- Data-driven and performance-oriented.
- Strong problem-solving skills.
Working Conditions
- Office Based in Omagh.
- Occasional out-of-hours escalation support may be required.
Additional Information
- Internal training on products and services will be provided. However, staff are also expected to be consistently keeping abreast of new developments, which would impact on his/her areas of responsibility.
Technical Operations Manager in Omagh employer: LoughTec Limited
At Job Board Direct, we pride ourselves on being an exceptional employer in Omagh, Northern Ireland, where our commitment to employee development and a collaborative work culture sets us apart. As a Technical Operations Manager, you will lead a dedicated team of technical professionals, benefiting from ongoing training and support while fostering a high-performance environment that values accountability and customer satisfaction. With a focus on continuous improvement and innovation, we offer a unique opportunity to grow your career in a dynamic and supportive setting.
