Technical Operations Manager TLNT_NI

Position: Technical Operations Manager TLNT1_NI
Job Board Direct Omagh, NIR, GB Permanent

Job Description Technical Operations Manager

Location:

Omagh, Northern Ireland

Reports to:

CTORole Purpose The Technical Operations Manager is responsible for the day-to-day leadership and performance of the service desk function, ensuring high-quality IT support is delivered to our clients in line with agreed Service Level Agreements (SLAs).The role will lead a team of approximately 14 technical staff across service desk, infrastructure, cloud services, networking, and cyber security, driving service excellence, customer satisfaction, and continual service Responsibilities Team Leadership & Management Lead, manage, and develop a team of ~14 technical staff across multiple disciplines

Conduct regular 1:1s, performance reviews, and coaching sessions

Manage resource allocation, scheduling, and workload balancing

Support recruitment, onboarding, and training of new staff

Foster a high-performance, customer-focused team culture

Build a culture of accountability, ownership, and continuous team members through performance challenges and development difficult conversations when standards are not future technical leaders and support succession alignment with Lough Tec's values and Expectations Lead by visible, approachable, and poor behaviours and low clearly and an environment where people can do their best organisational change and continuous improvement Desk Operations Oversee daily service desk operations, ensuring efficient ticket handling

Manage ticket queues, prioritisation, and escalation processes

Ensure timely response and resolution of incidents and service requests

Act as an escalation point for complex or high-priority issuesSLA & KPI Management Own and report on service desk performance against SLAs and KPIsMonitor metrics such as:

First Response Time Resolution Time (MTTR)
First Contact Resolution (FCR)
Ticket backlog

Customer Satisfaction (CSAT)
Produce regular performance reports for management and clients

Client & Stakeholder Management Act as a key point of contact for service-related client issues and escalations

Participate in service review meetings with clients where required

Work closely with account management/sales teams to ensure client satisfaction

Manage and resolve service complaints in a professional manner

Process & Service Improvement Implement and maintain ITIL-aligned processes (Incident, Request, Problem, Change)
Identify recurring issues and drive problem management initiatives

Improve service desk efficiency through automation, documentation, and knowledge sharing

Maintain and develop the internal knowledge base Major Incident Management Lead or coordinate major incidents, ensuring effective communication

Ensure timely updates to clients and internal stakeholders

Conduct post-incident reviews and drive preventative actions

Systems & Tools Management Oversee the effective use of PSA/ticketing systems (e.g. Connect Wise, Autotask)
Ensure accurate ticket data for reporting and analysis

Work with technical teams to optimise monitoring and alerting systems

Collaboration with Projects Team Work closely with the Project Manager to ensure smooth handover between projects and support

Ensure clear boundaries between project work and support activities

Assist in identifying opportunities for project work from recurring support issues

Key Performance Indicators (KPIs)
SLA compliance across all clients

Reduction in ticket backlog

Improvement in response and resolution times

Customer Satisfaction (CSAT/NPS)
Team utilisation and productivity

Reduction in repeat incidents

Technical Operations Manager
- Skills & Experience Essential Proven  experience managing an IT service desk or support teamITIL certification (Foundation or above)
Experience working within an MSP or multi-client environment

Strong understanding of SLA-driven service delivery

Experience using ticketing/PSA systems

Excellent communication and leadership skillsMSP Background:
Minimum 35 years of experience specifically managing a service desk within a Managed Service Provider (MSP) environment

Technical Operations Manager

- Desirable Experience across infrastructure, cloud, networking, or cyber security…