Manager, Technical Services Frontline Windsor, UK

InterSystems Corporation; Windsor; On-site; GBP 55,000 - 85,000; Full time

Job summary

InterSystems Corporation is hiring a Technical Services Frontline Manager to lead the frontline team, uphold SLAs and coordinate with Tier 2 on new technologies and process improvements.

You will coach Tier 1 staff, oversee service desk operations, and drive knowledge management and QA processes to enhance the end-user experience.

Qualifications

• Strong leadership and staff development skills.
• Excellent interpersonal and communication abilities.
• Strategic thinker balancing 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 in IT operations.

Responsibilities

• Lead, coach, and mentor Tier 1 staff; provide guidance and assignments.
• Create structured development plans and career pathways for Tier 1 employees.
• Promote a collaborative and supportive environment to motivate growth.
• Oversee daily service desk operations; ensure requests and incidents meet SLAs.
• Monitor ticket queues, call metrics, and customer feedback for quality service.
• Develop and refine processes to improve efficiency and end-user experience.
• Coordinate project planning and resource allocation between Tier 1 and Tier 2 teams.
• Develop rollout strategies, training materials, and user adoption plans for new technologies.
• Ensure Tier 1 staff are trained to support new systems post-implementation.
• Implement QA processes including ticket audits and satisfaction surveys.
• Collaborate with IT leaders to ensure a seamless escalation process for complex issues.
• Oversee knowledge base creation and maintenance for internal staff and end users.
• Use data and metrics to recommend operational changes and training needs.

Skills

Leadership

Communication

Strategic thinking

Project management

Customer focus

Prompt engineering knowledge

AI in IT operations awareness

Job description

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 & Qualifications 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