Manager, Technical Services Frontline

Manager, Technical Services Frontline Location - Windsor, UK Type of Work - Office   Role Overview 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.   Key Responsibilities Leadership & Team Development Lead, coach, and mentor Tier 1 staff, providing guidance, training, and assignments that prepare them for more advanced IT roles   Create structured development plans and career pathways for Tier 1 employees, enabling skill advancement and creating opportunities for advancement Build team resilience by promoting a collaborative and supportive environment where employees feel valued, heard, and motivated to grow Operational Oversight Oversee daily service desk operations, ensuring requests and incidents are resolved promptly and SLAs are consistently met Monitor ticket queues, call metrics, and customer feedback to ensure high quality service delivery and operational coverage Develop and refine processes that improve efficiency, consistency, and the overall end-user experience, fostering a customer-first culture within the team Project Management for Technology Initiatives Coordinate project planning, stakeholder communication, and resource allocation between Tier 1 and Tier 2 teams Develop rollout strategies, training materials, and user adoption plans for new technologies alongside the Tier 2 manager Ensure Tier 1 staff are trained and prepared to support new systems post implementation Customer Experience & Quality Assurance Implement quality assurance processes, including ticket audits, satisfaction surveys, and feedback reviews Collaborate with other IT leaders to ensure a seamless escalation process for complex issues Process Improvement & Knowledge Management Oversee the creation and maintenance of a knowledge base for internal staff and end users Leverage data and metrics to recommend operational changes and evaluate training needs Partner with Tier 2 to ensure lessons learned from support operations inform future technology decisions Experience/Qualification Required Strong leadership skills with a passion for staff development and coaching Excellent interpersonal and communication abilities, with the skill to inspire and motivate Strategic thinker who can balance immediate operational needs with long-term team growth Proficient in project management principles and service delivery best practices Customer-focused mindset with a commitment to service excellence Desirable - Knowledge of prompt engineering, generative AI tools, and automation platforms used in IT operations and customer support environments Awareness of emerging AI technologies and their potential application within IT service management and end-user support environments   &nb...