Technical Operations Manager

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.