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.
- 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.
- 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.
- 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
- 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
- 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
- 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
Please apply via below APPLY NOW button
#ServiceDeskManager #ServiceDeliveryManager #ITManager
#Recruitment #JobHunt #JobOpening #Employment #Hiring #CV #Careers #Jobs #ITjobs #IT #ITcareer #JobSearch #Job #itsupport
