Head of Technical Operations
7 months ago
Andy File Associates Limited are working as a recruitment agency on behalf of our client with regards this permanent vacancy. Our client is a forward-thinking technology company (Managed Service Provider) specializing in cloud solutions, data management, and IT infrastructure services. With a relentless commitment to innovation and customer satisfaction, our client is at the forefront of delivering cutting-edge solutions to businesses across professional services. As they continue to expand and elevate their services, they are seeking an accomplished and dynamic Head of Technical Operations to manage their technical department including support in South Yorkshire.
**Key Responsibilities**:
- Lead, mentor, and manage a team of support professionals to ensure efficient ticket resolution and exceptional customer support.
- Bridge the gap between senior technical directors and the Technical operations team, aligning technical and operational strategies.
- Manage and optimize the support helpdesk operations, ensuring timely resolution of tickets and maintaining service level agreements (SLAs).
- Handle Relationships with third party providers to ensure cost-effective and compliant licensing solutions.
- Utilize ITIL best practices to streamline helpdesk processes and drive operational excellence.
- Collaborate with other departments to ensure seamless IT networking and infrastructure support.
- Monitor and report on key performance indicators, driving continuous improvement initiatives.
**Qualifications**:
- ITIL qualification is preferred.
- Proven experience in a senior technical people management role, particularly in an IT helpdesk environment.
- Strong understanding and experience with ticketing tools and helpdesk systems.
- In-depth knowledge of IT networking and Microsoft product range issues is essential.
- Strong problem-solving abilities and data-driven decision-making.
- Excellent communication and interpersonal skills.
- Proven experience in optimizing helpdesk operations for efficiency and customer satisfaction.
**Job Types**: Full-time, Permanent
**Salary**: Up to £100,000.00 per year
**Benefits**:
- Company pension
- Private medical insurance
Supplemental pay types:
- Performance bonus
Work Location: In person
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