Head of Technical Operations

3 days ago


Washington, United Kingdom MFK Recruitment Full time

We have an exciting opportunity for a Head of Technical Operations to join our client in Washington, West Sussex.

This is a Hybrid role, with 3 days in the office and 2 days working from home remotely.

My client is a fast-growing multi-award-winning technology company. Think innovative tech and must-have products. Careers with them, mean the freedom and support you need to make an impact - pushing boundaries, creating solutions, hitting targets. And aspart of their close-knit team, you'll enjoy plenty of flexible benefits.

As the Head of Technical Operations, you will excel at getting the best out of your team, with your goal of delivering an industry-leading standard of customer service. You will report to the Operations Director and work alongside them to optimise the team.

The Technical Operations team deliver their cloud platforms, resolve customer issues, provide technical training, onboard new resellers, test new products and assist with installations.

**Head of Technical Operations**:

- Are you an experienced and inspiring people leader, skilled in coaching your team to excel?
- Can you create new and innovative customer support models?
- Do you love change and digital transformation?
- Are you looking for an exciting and fast paced role within a high growth business?
- Is operational efficiency the currency that drives your thinking and focus?
- Do you live and breathe customer service and partnerships?
- Do you know your KPI’s from your SLA’s?

**What you’ll do**:
Lead a team of technical experts responsible for:

- Ensuring our Cloud Platform achieves 100% uptime, optimising our infrastructure, software and datacentre while delivering stability, resilience, and security,
- Effectively supporting our reseller community via our in-house helpdesk,
- Training engineers to be experts on our products,
- Testing new products to ensure they deliver maximum benefits to our customers.
- Continuously refine and improve our technical support model to drive excellence across all interactions with our Resellers in an increasingly virtual environment.
- Use data, SLA’s and KPI’s to prioritise the team’s focus and performance and identify improvement initiatives.
- Provide effective management reporting, customer insights and efficiency metrics.
- Develop customer centric systems and processes in collaboration with other business teams to deliver best in class customer experiences.
- Provide clear direction and leadership to all members of the Technical Support team, developing the skillsets they need to support the development and growth of the business.
- Continually develop a training curriculum that empowers our resellers with the skills and knowledge they need to install and maintain our product portfolio.

**What you’ll have**:

- 5+ years leadership of a customer facing technical support team
- Vendor management and relationship building
- Process design and implementation
- Continuous improvement mindset
- Excellent Communication skills
- Datacentre & Cloud Platform experience
- Change management experience
- Knowledge of cloud networks
- Project management experience
- Close attention to detail and diagnostic skills / ability to logically think problems through to a final resolution
- Educated to A level or higher

**Are you the right person and are we right for you?**
- Passionate and driven
- Values trust, honesty and transparency
- Strong leader and people manager
- Analytical and interested in technology
- Systems and process driven
- Looking for a career in a fast growth company
- Can work under pressure without losing your cool
- Occasional travel to Korea
- Sense of humour

**Please Note**:

- Own transport is essential due to the rural location of our premises.
- Office hours are: Monday - Thursday 9am - 5.30pm and Fridays 9am - 5pm. Occasional out-of-hours work may be required.

Keywords:
Service Desk Manager, Service Operations Manager, Service Desk Team Leader, Helpdesk Manager, Technical Manager, IT Operations Centre Manager, Head of Service Delivery



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