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
- ITIL certification (Foundation or above)
- 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
- MSP Background: Minimum 35 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.
Travel:
Mileage is claimed at 33p per mile for site visits.
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.
Salary Sacrifice Electric Car Scheme:
LoughTec has an Electric Car Scheme available.
Loughtec Ltd is an Equal Opportunities Employer.
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