Technical Operations Lead

1 day ago


Chorley, Lancashire, United Kingdom Henderson Scott Full time

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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