Operations & Business Support Team Manager
Role details
Job location
Tech stack
Job description
The Operations & Business Support Team Manager oversees 1st line user support and 24x7 Mainframe Operations functions. The team monitors network and batch operations around the clock and acts to triage and route incident tickets to 2nd line support and 3rd party support organisations. The team both serves and where appropriate, routes service request tickets to both internal and external resolver groups.
Utilising the enterprise monitoring platforms, the team ensures that monitored and reported system and batch events and issues are dealt with or routed appropriately to support stable IT operations.
This manager will manage resources and performance of support operations staff, to drive continuous improvement within the service desk and operations environments, ensuring efficient support delivery, end-user satisfaction and high levels of service and operational excellence., * Lead, mentor, and manage the hybrid Service Desk and 24x7 Operations team (of 12 operators) resources to deliver high-quality 24x7 support service.
- Lead the 1st line Service Desk function to provide a triage of all monitored or staff reported incidents, routing to appropriate 2nd and 3rd line resolver groups, both internally and externally to 3rd parties where appropriate.
- Monitor performance metrics, service levels, and ensure timely resolution of incidents and requests.
- Implement, review, and optimize operational protocols, SOPs and service processes (such as ITIL-aligned practices such as Incident and Major Incident management).
- Act as an escalation point for complex issues, ensuring swift and effective incident management.
- Coordinate with other IT functions and resolver groups both internally and 3rd party, partner-provided to resolve cross-functional problems and develop integrated solutions.
- Analyse support trends, produce reports, and lead service improvement initiatives to enhance customer experience, and drive CSAT.
- Train and onboard the team and new team members, providing coaching and technical guidance, and foster professional development.
- Oversee documentation of troubleshooting guides, SOPs, How-Tos, operational policies, and process flows.
- Ensure compliance with organisational and regulatory standards and applicable policies and guidelines.
- Develop skills across team to maximise resource efficiency and deliver a robust, quality service to the business around the clock, Turning your job into a career is a real passion for us and our development programmes will enable you to grow in role.
We offer clear career pathways that will show you the way, outlining the skills, behaviours and knowledge needed to perform at the next step.
We invest in our colleagues, giving them all the opportunity to progress. Our inspired leadership programme is aimed at equipping our future leaders to coach, develop, manage change and maintain situational awareness.
Requirements
Do you have experience in Time management?, * Problem-solving and critical thinking abilities, anticipating challenges and developing effective solutions.
- Strong organizational and time management skills to manages 24x7 team scheduling efficiently.
- Clear communication skillscapable of conveying technical details and instructions effectively to diverse audiences.
- Decision-making and conflict resolution for handling escalations and complex issues confidently.
- Ability to motivate, coach, and mentor the support team, fostering professional development and a positive work culture.
- Strong knowledge of ITIL, ITSM tools (preferably Service Now), and service management frameworks.
- Demonstrable commitment to customer satisfaction and continuous service improvement.
- Proven technical background and experience managing a Service Desk, support, or operations team in a complex and comparable technical environment.
- Minimum of 2 years at a similar management level, working within a comparable ITIL aligned corporate environment.
- Experience with data analysis for trend identification and service improvement.
- Technical expertise to provide guidance in initial, level 1, incident triage, troubleshooting, and gathering data for escalation to internal and external 2nd line Resolver groups. (often across hardware, software, and networking domains).
- ITIL Foundation or Practitioner certification
- Organisational and Time Management: Ability to manage an a diverse 24x7 team multiple problems, prioritize tasks, and deliver within agreed timelines.
- Able to commute to Bradford city centre 2 days per week., We offer hybrid working to help you achieve a healthy work life balance. Our full time head office colleagues work a minimum of 2 days per week in the office, allowing the perfect balance between collaborative in-person team work and the flexibility to work from home.
Benefits & conditions
We firmly believe that we should reward our brilliant people with extensive benefits to help them stay healthy, relax and re-energise, have fun, manage the day-to-day and plan for the future. Here are just some of our great benefits:
- Competitive salaries and annual bonus scheme
- 37 days holiday
- Healthcare cash plan
- Competitive pension scheme
- Life assurance
- Paid paternity and maternity leave
- Incredible staff discounts
- Subsidised Canteen
