Technical Operations Manager

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Role: Technical Operations Manager
Location: Stevenage (SCC operate hybrid working, which comprises of a mix of office and home working)
Contract Type: Permanent, full time
Salary Package: Competitiveplus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours:
9.00 am - 5.30 pm, Monday - Friday, with some flexibility around working hours
Interview Process: 2-stage process
Why SCC?
An inclusive workplace
Excellent package: solid basic and company benefits
Hybrid working & core hours in line with role requirements
Career development and life-long learning opportunities
Opportunity to join Europe's largest privately-owned IT Company
Role purpose:
To lead and manage the day to day activities of the Technical Services, Client Application Management and Incident Management Teams. The teams perform 2 nd and 3 rd line support for incidents and requests for the front office components in a highly secure network.
The successful candidate will exhibit verifiable experience in a customer facing role, coupled with a demonstrable knowledge across multiple technical domains. They will have at least three years' experience managing and leading BAU teams in complex environments, where customer satisfaction is key.
Key responsibilities:
Provide technical expertise and leadership to the Technical Services Team, the customer and other suppliers;
Resourcing and allocation of work, maintaining a balanced utilisation of the resources, and identifying and filling any gaps in knowledge or technical capability of the team;
Directly interact with clients, technical teams and 3rd parties in order to co-ordinate rapid and effective response to major incidents.
Ability to challenge technical experts in a reasoned and logical manner to explore all possible solutions to an incident
Performance management and appraisals to be conducted for the team; addressing and correcting any underperformance of the team;
Ensure that security is treated as a priority. Report and act upon any security issues or breaches;
Maintain a high degree of customer service for all support queries, adhering to all service management principles.
Track, record and actively monitor a customer technical risk log across all Customer IT solutions in order to recommend service improvements and drive forward the best solution and service for the customer.
Assist the team in troubleshooting and escalating any issues related to desk-side support, imaging or packaging.
Skills and experience:
Experience managing a multi-site technical team
Able to produce detailed reporting both ad-hoc and regularly
Ability to build and maintain strong relationships with customers and senior stakeholders
Good technical knowledge across multiple domains, this includes Microsoft Active Directory, SCCM, ITSM Tools
Good customer service skills
Resource Management skills
About You
About Us
SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.
We are an equal opportunities employer
SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.
If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.
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