Technical Operations Lead
1 day ago
Henderson Scott is seeking a skilled Technical Operations Lead to join our Managed Service support desk team. As a key member of our IT department, you will be responsible for leading the 1st, 2nd, and 3rd line engineers in delivering exceptional customer experiences.
Key Responsibilities
• Manage a high-performing service desk team, ensuring they consistently exceed customer expectations and meet or surpass agreed service level agreements.
• Collaborate with sales and project delivery teams to ensure seamless onboarding of new customers, providing clear communication and ensuring a smooth transition.
• Develop and implement effective processes to improve service delivery, ensuring timely resolution of issues and maintaining high levels of customer satisfaction.
• Monitor and report on service level agreements, identifying areas for improvement and implementing changes as needed.
Requirements
• Proven experience in managing a technical operations team within an IT MSP environment.
• Strong technical background, with knowledge of ITIL principles and certifications (e.g., Microsoft 365 or Azure).
• Excellent leadership and communication skills, with the ability to adapt to changing technologies and processes.
• Estimated salary: £52,000 - £57,000 per annum.
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