Manager, Technical Services Frontline

Manager, Technical Services Frontline

Location - Windsor, UK

Type of Work - Office

Role Overview

The Technical Services Frontline Manager leads the frontline team, ensuring exceptional customer service and adherence to service level agreements (SLAs). In addition to managing Tier 1 operations, this role coordinates with other teams to deliver new technologies, process improvements, and system implementations.  

Key Responsibilities

Leadership & Team Development

• Lead, coach, and mentor Tier 1 staff, providing guidance, training, and assignments that prepare them for more advanced IT roles  
• Create structured development plans and career pathways for Tier 1 employees, enabling skill advancement and creating opportunities for advancement
• Build team resilience by promoting a collaborative and supportive environment where employees feel valued, heard, and motivated to grow

Operational Oversight

• Oversee daily service desk operations, ensuring requests and incidents are resolved promptly and SLAs are consistently met
• Monitor ticket queues, call metrics, and customer feedback to ensure high quality service delivery and operational coverage
• Develop and refine processes that improve efficiency, consistency, and the overall end-user experience, fostering a customer-first culture within the team

Project Management for Technology Initiatives

• Coordinate project planning, stakeholder communication, and resource allocation between Tier 1 and Tier 2 teams
• Develop rollout strategies, training materials, and user adoption plans for new technologies alongside the Tier 2 manager
• Ensure Tier 1 staff are trained and prepared to support new systems post implementation

Customer Experience & Quality Assurance

• Implement quality assurance processes, including ticket audits, satisfaction surveys, and feedback reviews
• Collaborate with other IT leaders to ensure a seamless escalation process for complex issues

Process Improvement & Knowledge Management

• Oversee the creation and maintenance of a knowledge base for internal staff and end users
• Leverage data and metrics to recommend operational changes and evaluate training needs
• Partner with Tier 2 to ensure lessons learned from support operations inform future technology decisions

Experience/Qualification Required

• Strong leadership skills with a passion for staff development and coaching
• Excellent interpersonal and communication abilities, with the skill to inspire and motivate
• Strategic thinker who can balance immediate operational needs with long-term team growth
• Proficient in project management principles and service delivery best practices
• Customer-focused mindset with a commitment to service excellence
• Desirable - Knowledge of prompt engineering, generative AI tools, and automation platforms used in IT operations and customer support environments
• Awareness of emerging AI technologies and their potential application within IT service management and end-user support environments