Operations Manager

As our Operations Manager, you will lead and shape the success of your 2nd Line Support team. Reporting to the Operations Director, you will drive performance, develop talent and ensure practice targets, including utilisation and revenue are achieved.

You will set clear objectives, targets and OLAs, managing individual and team performance while working closely with the wider Operations team to ensure customer needs are met and project scheduling is optimised. For this role it is essential that you have recent experience managing a 2nd/3rd Line Service Desk team.

This is a hybrid position, and candidates are required to be based within commuting distance of either our Glasgow or Bristol office. The role will also require regular travel between our Glasgow and Bristol locations.

TSG (Technology Services Group) are a Managed IT Services provider supporting businesses UK wide with their technology solutions. As a Microsoft Partner we are committed to delivering excellence for our customers alongside investing in our colleagues to provide them with the knowledge and tools required to deliver great results.

TSG are one of the few Microsoft Partners in the UK who hold all six Microsoft designations, and one of the only partners who specialise in mid‑market. Our commitment to excellence for our customers and employees is backed by our consistent world class NPS score of +80 and our accreditation as a ‘Great Place to Work’ in addition to being placed on the ‘UK’s Best Workplaces in Tech’ list in both 2024 and again in 2025.

Our guiding principles of Team TSG, Service Excellence and Shared growth are at the heart of everything we do.

• Employee ownership – as a growing business we want to ensure that everybody who contributes towards our success, shares in our success. High performing members of Team TSG are entered into an employee benefits trust (EBT). The EBT is the single largest beneficiary within TSG meaning employees will share the benefits of the proceeds, driving a high performing culture with long term value and mutually beneficial outcomes
• Our open and honest culture where feedback is taken on‑board and acted upon
• Our social events – annual all expenses paid ‘TSG Festival’ and team building funds
• Two paid CSR days per annum that you can use to support the community
• Giving something back – the ‘TSG Foundation’ established in November 2022 has so far donated over £160,000 to support nominated businesses and charities
• Our responsibility to the environment as we work towards net carbon zero
• Flexible working opportunities including home working and hybrid options
• Annual salary benchmarking
• Excellent progression opportunities, training and support, including recognised qualifications

• To manage your Team, including activities such as the effective running of team meetings, conducting appraisals and addressing recruitment needs where appropriate.
• To be able to define and manage Operational Level Agreements which will help to meet SLAs and develop SMART objectives linked to the organisational goals.
• Manage the commercial and financial performance of the team.
• Identify success and failure early to maximise opportunities and take correction action as required.
• Support and drive the development of your teams, identifying suitable training and development opportunities.
• To ensure that the key performance indicators are met, and risks are effectively managed
• To support others dealing with problematic customer issues, project barriers and risks.
• To support the evaluation and implementation of systems or procedures that will improve the efficiency of the Practice.
• Effective resource management, which may include subcontractor resource.

• Educated to degree level or equivalent experience
• Project Management (PRINCE2 or Similar) is desirable
• Experience in project management / operations environment with a good appreciation of the customer and service/project interface
• Extensive proven experience in a leadership role managing sizeable teams, preferably across a variety of role levels
• You will have strong…