Job Description
Technical Operations ManagerLocation: Omagh, Northern IrelandReports to: CTORole PurposeThe 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 ResponsibilitiesTeam Leadership & ManagementLead, manage, and develop a team of ~14 technical staff across multiple disciplinesConduct regular 1:1s, performance reviews, and coaching sessionsManage resource allocation, scheduling, and workload balancingSupport recruitment, onboarding, and training of new staffFoster a high-performance, customer-focused team cultureBuild 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 ExpectationsLead 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 OperationsOversee daily service desk operations, ensuring efficient ticket handlingManage ticket queues, prioritisation, and escalation processesEnsure timely response and resolution of incidents and service requestsAct as an escalation point for complex or high-priority issuesSLA & KPI ManagementOwn and report on service desk performance against SLAs and KPIsMonitor metrics such as:First Response TimeResolution Time (MTTR)First Contact Resolution (FCR)Ticket backlogCustomer Satisfaction (CSAT)Produce regular performance reports for management and clientsClient & Stakeholder ManagementAct as a key point of contact for service-related client issues and escalationsParticipate in service review meetings with clients where requiredWork closely with account management/sales teams to ensure client satisfactionManage and resolve service complaints in a professional mannerProcess & Service ImprovementImplement and maintain ITIL-aligned processes (Incident, Request, Problem, Change)Identify recurring issues and drive problem management initiativesImprove service desk efficiency through automation, documentation, and knowledge sharingMaintain and develop the internal knowledge baseMajor Incident ManagementLead or coordinate major incidents, ensuring effective communicationEnsure timely updates to clients and internal stakeholdersConduct post-incident reviews and drive preventative actionsSystems & Tools ManagementOversee the effective use of PSA/ticketing systems (e.g. ConnectWise, Autotask)Ensure accurate ticket data for reporting and analysisWork with technical teams to optimise monitoring and alerting systemsCollaboration with Projects TeamWork closely with the Project Manager to ensure smooth handover between projects and supportEnsure clear boundaries between project work and support activitiesAssist in identifying opportunities for project work from recurring support issuesKey Performance Indicators (KPIs)SLA compliance across all clientsReduction in ticket backlogImprovement in response and resolution timesCustomer Satisfaction (CSAT/NPS)Team utilisation and productivityReduction in repeat incidentsTechnical Operations Manager - Skills & ExperienceEssentialProven experience managing an IT service desk or support teamITIL certification (Foundation or above)Experience working within an MSP or multi-client environmentStrong understanding of SLA-driven service deliveryExperience using ticketing/PSA systemsExcellent communication and leadership skillsMSP Background: Minimum 35 years of experience specifically managing a service desk within a Managed Service Provider (MSP) environmentTechnical Operations Manager - DesirableExperience across infrastructure, cloud, networking, or cyber security environmentsExperience with RMM and monitoring toolsExperience driving service improvement initiativesTechnical Operations Manager - Technical UnderstandingGood understanding of:Microsoft 365 / Azure environmentsNetworking fundamentalsEndpoint and security technologiesAbility to guide and support technical teams (not necessarily hands-on)Technical Operations Manager - Personal AttributesCustomer-focused with a strong service mindsetHighly organised with the ability to manage competing prioritiesCalm under pressure and able to handle escalationsData-driven and performance-orientedStrong problem-solving skillsWorking ConditionsOffice Based in OmaghOccasional out-of-hours escalation support may be requiredTechnical Operations Manager - ADDITIONAL INFORMATIONTrainingInternal 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.Travel:Mileage is claimed at 33p per mile for site visits.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.Salary Sacrifice Electric Car Scheme:LoughTec has an Electric Car Scheme available.Loughtec Ltd is an Equal Opportunities Employer.TPBN1_UKTJ