Information Technology Operations Manager

Job Description

IT Operations Manager
Manchester/Hybrid
£55-65K DOE & Excellent Benefits

Digital Waffle is working with a highly successful and rapidly growing organisation. The IT Operations Manager is a new key role within my client's IT Operations. The successful candidate will be expected to manage approx. 12 engineers spread across the network management team, 2nd line support team and Internal IT. This role requires the ability to develop effective working relationships with colleagues, to ensure that a consistent, high-quality service is delivered. A strong technical background is essential with an ability to keep pace with technology change

Key Responsibilities:
Provide strategic technology guidance, recommendations, and project management support to the CIO to improve systems and processes.
Help manage network operations through maintenance of customer and the client’s equipment and services, ensuring that all updates are installed and verified on all systems and that staff is updated around service outages, system upgrades, service improvements, service implementation, and service retirements.
Coordinate the IT Operations resource in their daily duties of attending to clients and support tickets and facilitate good customer service culture in team members.
Provide strategic technology guidance, recommendations, and support to the CIO to improve the technology environment.
Developing and implementing policies, procedures, and processes to improve IT operations and increase efficiency and productivity. Administer team cover, ensuring staffing levels are managed and maintained.
Acting as an escalation point where difficult or controversial calls are received.
Produce performance statistics for management reports
Produce performance reports to support the development and performance management of the IT Operations teams.
When required, represent the IT department at internal or customer meetings
Liaising with senior management
Contribute and deliver service improvements, in line with the continuous service improvement program.
Coordinate and facilitate internal training of the teams to ensure technical, customer service, and soft skills are continuously improved.

Key Competencies & Experience:
Proven experience working for a managed network service provider in a similar role
Proven experience in managing UK telcos and network service providers
Experience in managing a 3rd line and/or network support team
Experience in managing a team of professional services engineers will be a distinct advantage.
Thorough knowledge of networks, MS environments, and cloud computing
Excellent verbal and written communication skills

What’s in it for you?
Remote working
Training & support with certifications
Opportunity to develop and learn new skills
25 holiday + Birthday off
Work socials
10 sick days paid