Front Office Support Manager

Front Office Support Manager

Location: London

Employment Type: 12-month Fixed Term
Contract (with potential extension)

Working Pattern: Full Time, Monday to Friday
(35 hours per week)

Eligibility: Applicants must have the right to work in the
UK. Unfortunately, sponsorship is not available for this position.

Reporting to: Senior Service Delivery Manager

About the Role

An exciting opportunity has arisen for an experienced Front Office
Support Manager to lead the delivery, maintenance and continuous improvement of
front office operational systems supporting a large-scale, customer-facing
technology environment.

This role is responsible for leading a multidisciplinary support
function, overseeing Level 2 and Level 3 support activities, driving
operational excellence, managing major incidents, and ensuring high levels of
service performance across critical business systems.

Working closely with internal technical teams, operational stakeholders
and customers, you will play a key role in maintaining system availability,
improving service quality and ensuring contractual service commitments are
consistently achieved.

Key Responsibilities

• Lead the delivery of Level 2 and Level 3
  support services across front office applications and associated
  operational systems.
  
• Ensure the availability, performance and
  reliability of customer-facing devices and operational technology deployed
  across multiple locations.
  
• Act as the senior escalation point for
  major incidents and complex technical issues, coordinating resolution
  across engineering and support teams.
  
• Build and maintain strong relationships
  with customers, providing regular updates on operational performance,
  service improvements and ongoing initiatives.
  
• Oversee incident management processes,
  including prioritisation, queue management, root cause analysis and
  performance reporting.
  
• Provide leadership and direction to Team
  Leaders, Systems Engineers, Support Analysts and Administrators to ensure
  consistent, high-quality service delivery.
  
• Identify and implement continuous
  improvement initiatives to enhance operational performance, system
  stability and customer satisfaction.
  
• Work collaboratively with Service Desk,
  Engineering, Maintenance and other operational teams to ensure an
  integrated support service.
  
• Support resource planning, capacity
  forecasting and workload management to ensure appropriate service
  coverage.
  
• Produce regular management reports
  covering KPIs, service trends, risks, issues and improvement
  opportunities.
  

Skills & Experience

Essential

• Degree or equivalent experience in
  Engineering, Electronics, Telecommunications, Computer Science or a
  related technical discipline.
  
• Significant experience managing Level 2
  and Level 3 technical support teams within complex operational
  environments.
  
• Strong understanding of customer-facing
  operational systems and field-based technology, including devices such as
  access control equipment, kiosks, payment devices, validation equipment or
  similar distributed hardware.
  
• Experience diagnosing both software and
  hardware-related issues within live operational environments.
  
• Proven experience managing major
  incidents, root cause analysis and service restoration activities.
  
• Demonstrable leadership experience
  managing multidisciplinary technical teams.
  
• Strong knowledge of service management
  principles, including KPIs, SLAs, governance and continual service
  improvement.
  
• Excellent stakeholder management and
  communication skills, with experience engaging both technical and
  non-technical audiences.
  
• Comfortable operating within highly
  regulated, business-critical environments.
  
• Strong analytical, organisational and
  decision-making skills.
  
• Experience working with field-based
  operational technology is essential.
  

Desirable

• Experience supporting ticketing, payment,
  access control or other customer transaction systems.
  
• Knowledge of IT Service Management tools,
  monitoring platforms and incident management systems.
  
• Experience delivering operational
  improvements, technology upgrades or service transformation initiatives.
  
• Familiarity with ITIL or similar service
  management frameworks.