Technical Operations Director
3 days ago
Role Purpose:
To lead and manage the day-to-day activities of the Technical Services, Client Application Management and Incident Management Teams. The teams perform 1st and 2nd line support for incidents and requests for the front office components in a highly secure network.
The successful candidate will exhibit 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, the customer and other suppliers;
- Resourcing and allocation of work, maintaining a balanced utilisation of the resources, and identifying and filling any gaps in knowledge or technical capability of the team;
- Directly interact with clients, technical teams and 3rd 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.
Requirements:
- 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, this includes Microsoft Active Directory, SCCM, ITSM Tools
- Good customer service skills
- Resource Management skills
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