Manager, Technical Services Frontline

<p>Manager, Technical Services Frontline</p> <p>Location - Windsor, UK</p> <p>Type of Work - Office</p> <p> </p> <p><strong><u>Role Overview</u></strong></p> <p>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.  </p> <p><strong><u>Key Responsibilities </u></strong></p> <p><strong>Leadership & Team Development </strong></p> <ul> <li>Lead, coach, and mentor Tier 1 staff, providing guidance, training, and assignments that prepare them for more advanced IT roles  </li> <li>Create structured development plans and career pathways for Tier 1 employees, enabling skill advancement and creating opportunities for advancement</li> <li>Build team resilience by promoting a collaborative and supportive environment where employees feel valued, heard, and motivated to grow</li> </ul> <p><strong>Operational Oversight </strong></p> <ul> <li>Oversee daily service desk operations, ensuring requests and incidents are resolved promptly and SLAs are consistently met</li> <li>Monitor ticket queues, call metrics, and customer feedback to ensure high quality service delivery and operational coverage</li> <li>Develop and refine processes that improve efficiency, consistency, and the overall end-user experience, fostering a customer-first culture within the team</li> </ul> <p><strong>Project Management for Technology</strong> <strong>Initiatives</strong></p> <ul> <li>Coordinate project planning, stakeholder communication, and resource allocation between Tier 1 and Tier 2 teams</li> <li>Develop rollout strategies, training materials, and user adoption plans for new technologies alongside the Tier 2 manager</li> <li>Ensure Tier 1 staff are trained and prepared to support new systems post implementation</li> </ul> <p><strong>Customer Experience & Quality Assurance </strong></p> <ul> <li>Implement quality assurance processes, including ticket audits, satisfaction surveys, and feedback reviews</li> <li>Collaborate with other IT leaders to ensure a seamless escalation process for complex issues</li> </ul> <p><strong>Process Improvement & Knowledge Management </strong></p> <ul> <li>Oversee the creation and maintenance of a knowledge base for internal staff and end users</li> <li>Leverage data and metric