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.
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
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