Technical Operations Director
3 days ago
We are seeking a highly skilled Technical Operations Manager to lead and manage our day-to-day activities in the Technical Services, Client Application Management, and Incident Management Teams.
The successful candidate will have verifiable experience in a customer-facing role, coupled with a demonstrable knowledge across multiple technical domains. They will have at least three years' experience managing and leading BAU teams in complex environments, where customer satisfaction is key.
Key Responsibilities- Provide technical expertise and leadership to the Technical Services Team, customers, and other suppliers;
- Resourcing and allocation of work, maintaining a balanced utilisation of resources, and identifying and filling any gaps in knowledge or technical capability of the team;
- Directly interact with clients, technical teams, and third parties in order to co-ordinate rapid and effective response to major incidents;
- Ability to challenge technical experts in a reasoned and logical manner to explore all possible solutions to an incident;
- Performance management and appraisals to be conducted for the team; addressing and correcting any underperformance of the team;
- Ensure that security is treated as a priority. Report and act upon any security issues or breaches;
- Maintain a high degree of customer service for all support queries, adhering to all service management principles;
- Track, record, and actively monitor a customer technical risk log across all Customer IT solutions in order to recommend service improvements and drive forward the best solution and service for the customer;
- Assist the team in troubleshooting and escalating any issues related to desk-side support, imaging, or packaging;
- Experience managing a multi-site technical team;
- Able to produce detailed reporting both ad-hoc and regularly;
- Ability to build and maintain strong relationships with customers and senior stakeholders;
- Good technical knowledge across multiple domains, including Microsoft Active Directory, SCCM, ITSM Tools;
- Good customer service skills;
- Resource Management skills;
The estimated annual salary for this position is £65,000 - £80,000, depending on experience. The company offers a competitive benefits package, including large company benefits, a broad flexible benefits scheme, paid-for volunteering days, and more.
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