Manager, Technical Services Frontline
On-siteWindsor, England, United Kingdom
Job Summary
Lead and coach Tier 1 staff, providing guidance, training, and assignments that prepare them for advanced IT roles while creating structured development plans and career pathways. Oversee daily service desk operations, monitor ticket queues and call metrics, and implement quality assurance processes including ticket audits and satisfaction surveys to ensure SLAs are consistently met. Coordinate project planning and resource allocation between Tier 1 and Tier 2 teams, developing rollout strategies and training materials for new technologies. Develop and refine processes that improve efficiency and foster a customer-first culture, leveraging data to recommend operational changes and evaluate training needs.
Required Qualifications
- 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
Desired Qualifications
- 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
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