Technical Support Operations Manager

3 weeks ago


Hemel Hempstead, Hertfordshire, United Kingdom Partnur Full time
Job Overview

Technical Support Operations Manager – Permanent - £45,000 to £50,000

We are pleased to announce an exceptional opportunity for a Technical Support Operations Manager to join Partnur, a prominent player in the industry. In this role, you will oversee a dedicated team of Service Support professionals, ensuring that client inquiries and issues are addressed promptly and meet the established quality standards.

This position requires onsite presence, with a standard workweek from Monday to Friday, and occasional out-of-hours support.

Key Responsibilities:

  • Manage a team focused on delivering technical assistance to clients in the retail and hospitality sectors.
  • Establish and monitor Service Level Agreements (SLAs) to evaluate and enhance service performance.
  • Ensure timely resolution of customer issues.
  • Develop and implement innovative procedures and workflows to improve service quality.
  • Assist in generating performance reports.
  • Promote a collaborative team environment that emphasizes support and teamwork.

Qualifications:

  • Demonstrated experience in line management, particularly in leading technical teams within a service desk context.
  • Outstanding communication and teamwork abilities.
  • Proven leadership skills.
  • Experience in service delivery, with ITIL certification being a plus.
  • Experience managing multiple locations is also advantageous.


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