Head of Technical Operations

6 days ago

London, Greater London, United Kingdom Feedback plc Full time
Job Description:

We are seeking a highly skilled Head of Technical Support to lead our Support Team at Feedback plc. The ideal candidate will have extensive experience in Microsoft 365 and Entra ID, with a strong commitment to exceptional customer service.

Key Responsibilities:
  • Manage and coordinate the day-to-day activities of the technical support team, ensuring efficient operations and adherence to service level agreements (SLAs), key performance indicators (KPIs), and metrics to maintain high-quality service delivery.
  • Build and develop a high-performing support team by overseeing the hiring, training, performance evaluation, and career development of team members, ensuring they are equipped to meet their responsibilities effectively.
  • Collaborate with cross-functional teams to ensure the seamless delivery and deployment of new features, enhancements, and fixes to customers.
  • Implement and enforce ITIL best practices, standards, and procedures for support, including incident management, problem management, change management, and knowledge management.
  • Proactively identify and recommend opportunities to improve processes, tools, and systems.
Requirements:
  • 5+ years in a similar role with a strong track record.
  • Extensive experience with Microsoft 365 and Entra ID, including configuration, management, and support (e.g., SSO, policy management).
  • Experience with Windows Desktop and Server environments, including IIS.
  • Strong understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
  • Excellent written and verbal communication skills in English, with numeracy proficiency.
  • Flexibility and effective time management to handle multiple tasks, shifting priorities, while maintaining attention to detail.
Benefits:

The salary for this role is £60,000-£80,000 per annum, depending on experience. We offer 25 days of annual leave plus public holidays, with the option to buy/sell leave. Additional benefits include an employee assistance programme, professional training and development opportunities, cycle-to-work scheme, medical health insurance, charitable donation matching, EV salary sacrifice scheme, and private flu vaccinations.

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