Technical Operations Manager

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.

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