Senior Technical Support Operations Manager

Connect; City Of London; Presencial; GBP 65.000 - 90.000; Jornada completa

Descripción de la vacante

Connect is seeking an Operations Manager to lead a team of senior leads and technical engineers delivering 24/7 customer support. You will drive SLA delivery, performance reviews, and resource planning, while ensuring training and accreditation requirements are met.

You will run KPI driven reporting, support on-call rotations, and liaise with vendor and portfolio teams to improve processes. The role emphasizes collaboration, escalation handling, and delivering reliable service across managed

Formación

• Experience managing remote/onsite support teams.
• Experience with IT service management and KPI reporting.
• Ability to manage stakeholders and escalations.
• ITIL Foundation or above preferred.
• Knowledge of vendor partnerships and QBRs.

Responsabilidades

• Manage, develop and mentor Senior Leads within the Services department.
• Undertake proactive activities such as checking/monitoring of the service desk function.
• Be part of the Management On-Call Rota.
• Be a point of contact/escalation and understand work practices for the Service Desk team managing Customers in line with contracted SLA’s.
• Join major incident calls where required as an escalation point.
• Encourage collaborative working within the team to identify issues promptly.
• Ensure problems are identified, logged, and resolved to improve efficiencies and customer experience.
• Develop and maintain support procedures based on best practice, industry standards and ITIL practices and ensure these are followed.
• Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.
• Works with Vendor Management and the Portfolio team to assist in vendor partnerships/QBRs.
• Use a continual improvement process to ensure maximum efficiencies with the processes and procedures within the Operations Department and share accordingly annually as a minimum and document risk/issues.
• Use and develop our monitoring tools to reduce incidents and identify problems.
• Develop daily, weekly and monthly reports on support desk team’s productivity.
• Be an escalation point for case management within the team.
• Utilise technology to automate processes to improve case handling.
• Perform 121’s with the team, identifying KPIs for the team linked to the GTM strategy and monitor accordingly.
• Perform regular team meetings to communicate key information to the teams and feedback to Leadership where required.
• Manage and approve holidays, on-call/Standby , expenses and overtime for the teams.
• Undertake utilisation activities to confirm skill set gaps, additional staffing requirements based on the strategical direction from the leadership team.
• Provide board report statistics to the Managed Services Director relating to your team and function on a monthly basis.
• Assist in CSAT and NPS where required.
• Aid Service Management team for analysis of historical data at a high level – responsibility of the reviews will be under the service management remit.

Conocimientos

Team leadership

Remote team management

Service desk management

Stakeholder management

ITIL v3/4

Vendor management

KPI tracking and reporting

Strong communication

Educación

Bachelor's degree or equivalent preferred

A-level/Matric

Herramientas

ServiceNow

Monitoring/Reporting tools

Descripción del empleo

Connect is seeking an Operations Manager to lead a team of senior leads and technical engineers delivering 24/7 customer support. You will drive SLA delivery, performance reviews, and resource planning, while ensuring training and accreditation requirements are met.

You will run KPI driven reporting, support on-call rotations, and liaise with vendor and portfolio teams to improve processes. The role emphasizes collaboration, escalation handling, and delivering reliable service across managed