Current vacancies

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
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

Technical Operations Manager - Desirable

ITIL certification (Foundation or above)
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: Rewards scheme that staff can use to purchase prizes.
Everyone gets their Birthday off as a paid day.

Travel: is claimed at 33p per mile for site visits.

Hours of Work: normal working hours will be Monday to Friday, 9.00am to 5:00pm.

Death in Service: in service cover will be arranged @ 2 x annual salary.

Health Insurance: 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.