At a Glance
- Tasks: Lead a dynamic team in delivering top-notch front office support and incident management.
- Company: Join a leading tech and services organisation with a focus on innovation.
- Benefits: Enjoy a competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Be part of a collaborative culture that values continuous improvement and career development.
- Why this job: Make a real impact by ensuring service excellence in a fast-paced environment.
- Qualifications: Degree in IT or related field and experience in technical support leadership.
The predicted salary is between 50000 - 60000 £ per year.
12 -Month Fixed -Term Contract
About the Opportunity
A leading technology and services organisation is seeking a Front Office Support Manager to lead the management, maintenance, and delivery of services related to critical front-office applications supporting a large-scale programme.
This role provides leadership across a multidisciplinary support team responsible for Level 2 and Level 3 support, incident management, system improvements, and service performance throughout the lifecycle of the contract.
The successful candidate will provide technical oversight, operational governance, and stakeholder coordination to ensure service excellence, system stability, and continuous improvement across a business-critical environment.
Key Responsibilities
- Lead the Front Office support function, ensuring effective delivery of Level 2 and Level 3 application support services.
- Monitor system performance, availability, and service quality, ensuring compliance with agreed service levels and operational requirements.
- Act as the senior escalation point for major incidents, complex technical issues, and service-impacting events, coordinating resolution across support and engineering teams.
- Engage with customer stakeholders regarding operational performance, service improvements, incident trends, and governance activities.
- Oversee day-to-day operational activities including incident management, ticket prioritisation, queue management, root cause analysis, and performance monitoring.
- Provide leadership and direction to team leaders, systems engineers, administrators, and analysts to ensure effective service delivery and adherence to operational standards.
- Drive continuous improvement initiatives, system optimisation activities, and implementation of service enhancements.
- Collaborate with related service functions, including service desk, maintenance, engineering, and performance assurance teams, to deliver integrated support services.
- Support resource planning, capacity management, and forecasting activities to maintain operational readiness.
- Produce regular management reports covering service performance, trends, risks, issues, and improvement opportunities.
Requirements
Essential Skills & Experience
- Degree (or equivalent experience) in Information Technology, Computer Science, Engineering, Telecommunications, or a related discipline.
- Significant experience leading technical support, application support, or IT operations teams within complex operational environments.
- Strong understanding of front-office applications, operational technology systems, or distributed technology environments.
- Experience managing the full incident lifecycle, including major incident management, root cause analysis, and service reporting.
- Proven experience leading multidisciplinary technical teams.
- Strong knowledge of service management principles, including KPIs, SLAs, service performance monitoring, and continuous improvement.
- Excellent communication, customer engagement, and stakeholder management skills.
- Experience operating within highly regulated, service-critical, or contract-driven environments.
- Strong analytical, problem-solving, and decision-making capabilities.
Front Office Support Manager in Greenwich employer: Tiger Resourcing Group
Join a leading technology and services organisation that values innovation and excellence in its work culture. As a Front Office Support Manager, you will benefit from a collaborative environment that encourages professional growth and continuous improvement, while being part of a team dedicated to delivering high-quality support services. With a focus on employee development and a commitment to service excellence, this role offers a unique opportunity to make a meaningful impact in a dynamic and supportive setting.
StudySmarter Expert Advice🤫
We think this is how you could land Front Office Support Manager in Greenwich
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their needs, especially in managing front-office applications and leading teams.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your responses. Focus on demonstrating your leadership skills and technical expertise.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Front Office Support Manager in Greenwich
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Front Office Support Manager role. Highlight your experience in leading technical support teams and managing incidents, as these are key aspects of the job.
Showcase Your Skills:Don’t forget to showcase your skills in service management principles and your understanding of front-office applications. Use specific examples to demonstrate how you've applied these skills in past roles.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Explain why you’re passionate about this role and how your background makes you a perfect fit. Keep it engaging and relevant to the job description.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss any important updates!
How to prepare for a job interview at Tiger Resourcing Group
✨Know Your Front Office Applications
Make sure you brush up on the specific front office applications mentioned in the job description. Understanding their functionalities and how they integrate into a larger system will show your technical prowess and readiness for the role.
✨Demonstrate Leadership Experience
Prepare examples from your past where you've successfully led a team or managed a project. Highlight your experience with Level 2 and Level 3 support, as well as any incident management scenarios you've handled. This will showcase your ability to lead a multidisciplinary support team effectively.
✨Showcase Your Problem-Solving Skills
Be ready to discuss specific incidents where you identified root causes and implemented solutions. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it clear how your analytical skills contributed to service improvements.
✨Engage with Stakeholders
Think about how you've engaged with stakeholders in previous roles. Prepare to discuss how you’ve communicated operational performance and service improvements. This will demonstrate your customer engagement skills and your ability to coordinate with various teams.
