Job Summary
Ross Technology & Business Services UK Ltd. is seeking an experienced, organised, and service-focused Technical Services Manager to lead and coordinate our technical service operations in Belfast.
As a Technical Services Manager, you will oversee day-to-day technical support and service-delivery activities, provide leadership to technical teams, manage escalated incidents, monitor service performance, and help ensure technology services are delivered reliably and efficiently.
You will work closely with IT support, systems, network, infrastructure, operations, project teams, suppliers, and management to coordinate technical resources, improve service processes, manage operational priorities, and support the continued development of technology services.
This position is suitable for candidates with experience in IT service management, technical support, infrastructure support, service delivery, systems administration, network operations, managed services, or related technology environments. Previous team leadership or management experience is strongly preferred.
What You'll Do
- Lead and coordinate day-to-day technical service and IT support operations.
- Manage technical support, service desk, systems, and related service-delivery activities within assigned responsibilities.
- Provide leadership, coaching, and practical guidance to technical team members.
- Allocate workloads and help ensure appropriate technical coverage.
- Monitor incidents, service requests, escalations, and outstanding technical issues.
- Coordinate resolution of complex or high-priority technical incidents.
- Act as an escalation point for technical and service-delivery concerns.
- Coordinate technical activities across systems, network, infrastructure, applications, and end-user support teams.
- Monitor service levels, response times, resolution performance, ticket volumes, and operational trends.
- Support incident, problem, change, and service-request management processes.
- Coordinate technical projects, system upgrades, deployments, migrations, and service improvements.
- Work with internal stakeholders to understand technology requirements and service priorities.
- Coordinate activities with technology suppliers, contractors, and authorised service providers.
- Support vendor performance reviews and service-delivery discussions where applicable.
- Maintain appropriate technical documentation, procedures, service records, and knowledge resources.
- Prepare service reports, dashboards, performance summaries, and management updates.
- Support IT asset, licensing, system, and technology-resource planning within assigned responsibilities.
- Help maintain appropriate access-control, information-security, and technology-governance procedures.
- Support business continuity and technology service-recovery planning.
- Identify recurring incidents, service gaps, and operational risks.
- Recommend and implement practical improvements to technical-service processes.
- Support recruitment, onboarding, training, and professional development of technical team members.
- Contribute to technology planning, service strategy, and continuous improvement initiatives.
Requirements
- Previous experience in IT service management, technical support, service desk, infrastructure support, systems administration, network operations, managed services, or a related technology environment.
- Previous experience supervising, leading, or managing technical professionals is strongly preferred.
- Strong technical troubleshooting and problem-solving abilities.
- Good understanding of IT service-delivery and support processes.
- General knowledge of systems, networks, infrastructure, endpoints, applications, and workplace technologies.
- Familiarity with incident, problem, change, and service-request management concepts.
- Familiarity with ITIL or similar IT service-management practices is advantageous.
- Experience with ticketing, ITSM, monitoring, remote-support, or service-management platforms is beneficial.
- General familiarity with Microsoft 365, Windows environments, cloud services, networking, and identity or access-management technologies is helpful.
- Strong leadership, coaching, and team-management abilities.
- Strong organisational and prioritisation skills.
- Ability to manage multiple technical priorities, incidents, and service requirements.
- Strong written and verbal communication skills.
- Ability to communicate technical information effectively to technical and non-technical stakeholders.
- Experience preparing service reports, performance metrics, and management updates.
- Good stakeholder and supplier-management abilities.
- Ability to identify service risks and coordinate appropriate responses.
- Relevant technical education, professional training, certifications, or equivalent practical experience will be considered.
- ITIL, Microsoft, Cisco, CompTIA, cloud, project-management, or similar professional certifications are advantageous.
- Applicants who meet most, but not all, requirements are encouraged to apply.
Why Work With Us
- Take ownership of technical-service delivery and operational performance.
- Lead and develop a professional technical-services team.
- Gain broad exposure to IT support, infrastructure, systems, networking, and technology operations.
- Participate in technology deployments, upgrades, migrations, and service-improvement programmes.
- Work with modern IT service-management and business technology platforms.
- Collaborate with technical professionals, project teams, business stakeholders, suppliers, and senior management.
- Strengthen leadership, service-management, technical, and strategic-planning capabilities.
- Influence improvements to technical processes and customer or user experience.
- Develop transferable experience for progression into Head of Technical Services, IT Operations Manager, Head of IT, Service Delivery Manager, or Infrastructure Manager positions.
- Access opportunities for continued professional and technical development.
- Work within a collaborative, professional, and inclusive technology environment.
Pay: £3,500.00-£5,000.00 per month
Benefits:
- Flexitime
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
Work Location: In person
