Job Description
Technical Operations Manager
Location: Omagh, Northern Ireland
Reports to: CTO
Role Purpose
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.
Key Responsibilities
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
Major Incident Management
* Lead or coordinate major incidents, ensuring effective communication
* Ensure timely updates to clients and internal stakeholders
* Conduct post-incident reviews and drive preventative actions
Systems & Tools Management
* Oversee the effective use of PSA/ticketing systems (e.g. ConnectWise, Autotask)
* Ensure accurate ticket data for reporting and analysis
* Work with technical teams to optimise monitoring and alerting systems
Collaboration with Projects Team
* Work closely with the Project Manager to ensure smooth handover between projects and support
* Ensure clear boundaries between project work and support activities
* Assist in identifying opportunities for project work from recurring support issues
Key Performance Indicators (KPIs)
* SLA compliance across all clients
* Reduction in ticket backlog
* Improvement in response and resolution times
* Customer Satisfaction (CSAT/NPS)
* Team utilisation and productivity
* Reduction in repeat incidents
Technical Operations Manager - Skills & Experience
Essential
* Proven experience managing an IT service desk or support team
* 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
* ITIL certification (Foundation or above)
* MSP Background: Minimum 3–5 years of experience specifically managing a service desk within a Managed Service Provider (MSP) environment
Technical Operations Manager - Desirable
* Experience across infrastructure, cloud, networking, or cyber security environments
* Experience with RMM and monitoring tools
* Experience driving service improvement initiatives
Technical Operations Manager - Technical Understanding
* Good understanding of:
* Microsoft 365 / Azure environments
* Networking fundamentals
* Endpoint and security technologies
* Ability to guide and support technical teams (not necessarily hands-on)
Technical Operations Manager - Personal Attributes
* Customer-focused with a strong service mindset
* Highly organised with the ability to manage competing priorities
* Calm under pressure and able to handle escalations
* Data-driven and performance-oriented
* Strong problem-solving skills
Working Conditions
* Office Based in Omagh
* Occasional out-of-hours escalation support may be required
Technical Operations Manager - ADDITIONAL INFORMATION
Training
Internal training on products and services will be provided. However, staff are also expected to be consistently keeping abreast of new developments, which would impact on his/her areas of responsibility.
Bonus Schemes:
Company Rewards scheme that staff can use to purchase prizes.
Everyone gets their Birthday off as a paid day.
Hours of Work:
Your normal working hours will be Monday to Friday, 9.00am to 5:00pm.
Death in Service:
Death in service cover will be arranged @ 2 x annual salary.
Health Insurance:
Health plan is available to all employees.