Technical Operations Manager
1 month ago
The Role:
We are currently seeking a dynamic and experienced Technical Service Operations Manager to lead our Operational team within the Facilities Management department. Reporting to the Head of Service Operations, the Technical Service Operations Manager will oversee and manage the technical service operations within our facilities.
The Technical Operations Service Manager will be responsible for overseeing the quality of complaints handling and service performance, ensuring that technical issues are addressed promptly and effectively. This role requires strong leadership, customer service skills, and a deep understanding of technical support operations within the facilities management context, and the ability to drive operational efficiencies while maintaining high-quality standards.
Day to day:
Ensure compliance with company policies and industry regulations. With the aim to optimise resource allocation and workflow processes.
Lead and manage a team of support staff responsible for handling quality, complaints and management information related to performance metrics.
Develop and implement standard operating procedures for receiving, logging, and scheduling of tasks.
Evaluate and recommend improvements to existing procedures to enhance effectiveness and efficiency.
Addressing technical complaints and service requests. Monitor and analyse complaint data to identify trends, patterns, and opportunities for service improvement.
Establish and maintain key performance indicators (KPIs) to measure and evaluate the quality and timeliness of technical support services.
Collaborate with other departments to streamline communication and coordination for swift resolution of technical issues.
Provide guidance and support to support staff, ensuring that customer interactions are professional, efficient, and service-oriented.
Participate in the development and implementation of customer feedback mechanisms to assess satisfaction and identify areas for improvement.
Proactively address and resolve escalated technical issues and customer complaints, maintaining a focus on service excellence.
Prepare and present regular reports on complaint handling, service performance, and customer satisfaction metrics to management and relevant stakeholders.
Resolve technical and operational issues in a timely and efficient manner to reduce downtime and disruption.
Identify areas for process improvement and implement best practices.
Lead initiatives for enhancing service delivery and customer satisfaction. Agree training and development programs.
Skills, Experience and Qualifications:
Bachelor’s degree in engineering, information technology, or a related field. Technical certification or training in customer service is an advantage.
Proven experience in technical support management, with a minimum of 2 years in a leadership role within an operational environment.
In-depth knowledge of building systems, equipment maintenance, and common technical issues encountered in facilities management.
Strong leadership and team management skills, with a focus on coaching, mentoring, and developing staff.
Excellent communication and interpersonal abilities, with a customer-centric approach to problem-solving and conflict resolution.
Proficiency in helpdesk management software, and customer relationship management (CRM) tools.
Analytical and data-driven mindset with the ability to interpret and act on complaint and service performance metrics.
Proven track record of driving continuous improvement in technical support processes and customer satisfaction.
Familiarity with quality management principles and best practices in complaint handling and service delivery.
Ability to work effectively under pressure, prioritise tasks, and drive results in a fast-paced, customer-focused environment.
The Technical Service Manager will play a pivotal role in ensuring the delivery of high-quality technical support services and customer satisfaction within our facilities Management team. We offer a collaborative and supportive work environment where your leadership and expertise will contribute to our ongoing success.
If you are passionate about delivering exceptional technical support and are ready to lead a dedicated team in meeting and exceeding service performance goals, we invite you to apply for this rewarding opportunity within our facilities Management team.
About Us:
We’re Integral, part of JLL. We’re a Facilities and Maintenance firm based across the UK. We work with organisations in Mechanical, Electrical and Fabric works with engineers nationwide to deliver engineering excellence for our clients. The Integral family are the largest mobile hard services provider in the UK.
If you’re looking to step up your career, Integral and JLL are the perfect professional home. At Integral and JLL, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on landmark projects, and work on game-changing facilities and maintenance initiatives. You’ll also make long-lasting professional connections through sharing different perspectives, and you’ll be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions – join us at Integral and JLL
We have other current jobs related to this field that you can find below
-
Operations Manager
1 month ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: We are currently recruiting for an Operations Manager to join our Nuclear Decommissioning Authority Solutions Group. The post holder will seek to grow our portfolio of projects with NRS (Nuclear Restoration Services) which currently includes EPCC Plant, Waste Retrievals plus Engineering and Safety Frameworks. We are looking to further develop...
-
Operations Manager
3 weeks ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: We are currently recruiting for an Operations Manager to join our Nuclear Decommissioning Authority Solutions Group. The post holder will seek to grow our portfolio of projects with NRS (Nuclear Restoration Services) which currently includes EPCC Plant, Waste Retrievals plus Engineering and Safety Frameworks. We are looking to further develop...
-
Operations Manager
1 week ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: We are currently recruiting for an Operations Manager to join our Nuclear Decommissioning Authority Solutions Group. The post holder will seek to grow our portfolio of projects with NRS (Nuclear Restoration Services) which currently includes EPCC Plant, Waste Retrievals plus Engineering and Safety Frameworks. We are looking to further develop...
-
Operations Manager
3 weeks ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our...
-
Technical Safety Lead
4 weeks ago
Birchwood, United Kingdom Jacobs Full time**Location**: Birchwood, GB **Category**: Engineering **Job ID**: EST0002AW **Your Impact**: At Jacobs, we’ll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career...
-
Technical Lead
1 month ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our...
-
Technical Lead
3 weeks ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our...
-
Technical Lead
1 week ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our...
-
Technical Discipline Lead Mechanical
4 weeks ago
Birchwood, United Kingdom Jacobs Full time**Your Impact**: At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40+ countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for...
-
Technical Safety Lead
4 weeks ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our...
-
Technical Safety Lead
3 weeks ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our...
-
Technical Safety Lead
1 week ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our...
-
Operations Manager
3 weeks ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our...
-
Operations Assistant
2 months ago
Birchwood, United Kingdom Citron Hygiene Full timeGreat companies start with great people! Citron is a people first organization. Which is to say, our strength comes from our teams of professionally-trained and Citron Certified Technicians. Citron Hygiene is first and foremost a service business specializing in hygiene, sanitation and disinfection services for washrooms and common areas that meet the needs...
-
Operations Assistant
2 weeks ago
Birchwood, United Kingdom Citron Hygiene Full timeGreat companies start with great peopleCitron is a people first organization. Which is to say, our strength comes from our teams of professionally-trained and Citron Certified Technicians. Citron Hygiene is first and foremost a service business specializing in hygiene, sanitation and disinfection services for washrooms and common areas that meet the needs of...
-
Engineering Manager
4 weeks ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our...
-
Engineering Manager
1 month ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our...
-
Engineering Manager
3 weeks ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our...
-
Engineering Manager
1 week ago
Birchwood, United Kingdom Jacobs Full timeYour Impact: At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our...
-
Maintenance Operative
3 weeks ago
Birchwood, United Kingdom Serco Plc Full time**Salary**: £24,000 - £29,000 per annum, company vehicle plus Serco benefits **Working hours**: Full-Time, 37.5 hours per week Here at Serco, we work with Asylum Accommodation and Support Services to assist individuals through the asylum system, which includes providing them with temporary accommodation. As the Maintenance Operative your role is key in...
