Head of Technical Operations

5 months ago

Northwich, United Kingdom Ingram Micro Full time

It's fun to work in a company where people truly BELIEVE in what they're doing
-Job Description:

Head of Technical Operations

In light of our ongoing expansion, we are actively searching for a dynamic Head of Technical Operations to spearhead the 1st, 2nd, and 3rd line engineering teams, as well as the ITIL function, operating in both the UK and Bulgaria.

As Head of Technical Operations you will:
- Lead a professional IT Operational Team who act as a companywide resource to deliver operational support and service delivery across the organisation.- Working closely with the Head of Managed Service to ensure that the Support Team provide timely and effective resolutions to customer issues and perform to a high standard to consistently meet and exceed the expectations from our customers.- Evaluate organizational performance by analyzing and interpreting data and metrics- Set strategic goals for operational efficiency and increased productivity- Manage resources, developing and implementing operational plans- Training and support for new starters and existing team members- Escalate potential issues associated with work queues as appropriate to the Head of Managed Service- Identify knowledge gaps and oversee delivery of training- Measuring the performance of all the departments and recommend improvement strategies within monthly leaders meetings. Track and analyse KPIs.- Completion of management reports All other tasks associated to Technical Operations- Working flexibly as part of the Managed Service Leadership team.- Proficient knowledge of the IT Channel, including the dynamics of the Reseller and End User relationship- Demonstrated success in a Customer Service environment- Proven experience within communication platforms- Substantial experience in a supervisory capacity.- Demonstrated experience in actively working towards and successfully achieving set Key Performance Indicators (KPIs), comprising both qualitative and quantitative metrics.- Familiarity with Comms-Care business operations- Comprehensive understanding of our products and services- In-depth knowledge of business systems.- Experience working towards and achieving against set KPI compased qualititve and quantative measures.

Who you are.- Customer Obsessed: Inherently understands customer needs and provides the best customer experience.- Team Collaborator: Work across internal and external teams of all levels to proactively support the customer.- Business wisdom: Understanding of the customers’ business outcomes and how you can support the customer- Results Driven: Interest in driving customer to their outcomes.- Effective Communicator: Delivers complex information in a confident and convincing manner, appropriate to a diverse audience.

About us

As the UK’s leading strategic channel-only IT solutions and services provider Comms-care are committed to helping our partners thrive and grow. We assist over 700 channel partners and support to over 30,000 active support contracts. Comms-care manages all aspects of IT lifecycle, from consultancy, design and implementation to managed services and reactive field support covering technologies such as Routing & Switching, Security, Servers, Desktops, Voice & Unified Communications, and Wireless. A seamless extension to your team, we make it our mission to reduce complexity and work in partnership with you towards a common goal, developing quality technology solutions which add real value to your customer relationships.

Our team is as much about our people as it is our customers and business partners. Our fantastic #oneteam mentality has allowed us to continue delivering phenomenal service to our customers in a predominantly remote based environment We want associates with a strong desire to succeed. We offer a competitive base and benefits package.

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