Head of 24/7 Technical Support Operations

Re-Connect-IT-I-Sverige-Ab; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

Re-Connect-IT-I-Sverige-Ab is seeking an Operations Manager to lead a senior team delivering 24/7 support. You will ensure SLA adherence, coach senior leads, and drive KPI-based performance across the Services department.

The role focuses on technical support, staff training, and supplier accreditation, with on-call duties and escalation responsibilities to senior leadership. Collaboration with cross-functional teams is essential.

Qualifications

• Minimum A-level/Matric with higher education preferred; relevant experience accepted.
• 3-4 years' experience managing remote teams.
• 3-4 years' experience managing technical support teams.
• ITIL v3/4 Foundation or above is desirable.
• Experience in cross-resource (pool) management with PS teams.

Responsibilities

• Manage, develop and mentor Senior Leads within the Services department.
• Oversee service desk performance and proactive monitoring.
• Lead on-call/rota and escalation for major incidents.
• Ensure SLA compliance and effective vendor partnerships.
• Develop and maintain support procedures per ITIL standards.
• Produce regular KPIs and reports for leadership.
• Drive continuous improvement across processes and tools.
• Monitor holidays, on-call, expenses and overtime.

Skills

Team leadership

Remote management

Technical support

Stakeholder management

ITIL Foundation

Vendor management

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Job description

Re-Connect-IT-I-Sverige-Ab is seeking an Operations Manager to lead a senior team delivering 24/7 support. You will ensure SLA adherence, coach senior leads, and drive KPI-based performance across the Services department.

The role focuses on technical support, staff training, and supplier accreditation, with on-call duties and escalation responsibilities to senior leadership. Collaboration with cross-functional teams is essential.