Manager, Technical Services Frontline

Job description

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. Key Responsibilities: 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 im...