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Technical Operations Manager

LoughTec -
Omagh

Apply Now

Job details

10 days ago

Qualifications

ITIL Certification
Computer networking
Cybersecurity
Leadership
Communication skills

Full job description

Technical Operations Manager

Location: Omagh, Northern Ireland

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 improvement.

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 improvement.
Coach team members through performance challenges and development plans.
Hold difficult conversations when standards are not met.
Identify future technical leaders and support succession planning.
Drive alignment with LoughTec's values and behaviours.

Leadership Expectations

Lead by example.
Be visible, approachable, and supportive.
Challenge poor behaviours and low standards.
Communicate clearly and consistently.
Create an environment where people can do their best work.
Support organisational change and continuous improvement initiatives.

Service 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 issues

SLA & KPI Management

Own and report on service desk performance against SLAs and KPIs
Monitor 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

Essential

Minimum 3–5 years of experience specifically managing a service desk within a Managed Service Provider (MSP) environment
ITIL 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 skills
Technical Operations Manager

Desirable

Experience across infrastructure, cloud, networking, or cyber security environments
Experience with RMM and monitoring tools
Experience driving service improvement initiatives

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