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Operations Manager
Brighton - London
Operations Manager
Position: Full-time, permanent
Location: Brighton
Salary: GBP 50,000 - GBP 55,000 /year
About Us
Ideal is an inspiring place to work. We are an independent SME, offering a refreshingly different experience to larger IT solutions providers. We select technology vendors that are at the top of their game so that our experts can design the real-world solutions our customers need. We continually invest in our employees` development and training to keep our skills fresh and enable our employees to further their development whether this be technical qualifications, soft skills training or something personal to them.
We welcome applicants from all backgrounds and aim to offer all our staff the support they need to achieve their career goals. We particularly welcome candidates from under-represented groups in the Tech Community.
The Job
The Operations Manager is responsible for ensuring the service and technical operation of all managed services activities.
The role is to provide leadership, technical and line management to a variety of technical roles including support analysts, technical specialists and engineers. Ownership and delivery of related processes within agreed Quality Standards will be a key responsibility.
The Operations Manager will be expected to fulfil a technical hands-on as well as leadership role and to act as a customer champion, ensuring their team is a professional and integral part of Ideal, working to agreed standards, achieving required SLA performance, and delivering customer satisfaction.
The Operations Manager is a key member of the team to shape the onward direction of Ideal support offerings and also support future pipeline growth ensuring a strong and constantly developing support offering is aligned to current and future needs.
What you`ll be doing
* Heading up the support services team by leading by example, encouraging the behaviours associated with our company values, motivating the team, providing effective advice and guidance, ensuring successful dissemination of information, communication and delegating appropriately.
* Taking overall responsibility for line-managing the Support Services team, quality managing all technical and Service Centre outputs, ensuring we have sufficient technical knowledge to deliver excellent technical response and customer service in line with industry best practice and agreed processes, making sure our customers have confidence in our technical expertise.
* Ensuring timely and appropriate technical input on customers incidents, problems and change requests.
* Effectively communicating and developing relationships with customers, responding with an appropriate urgency, managing customer expectations, determining positive solutions that increase end user satisfaction and articulating the value of the company.
* Managing and deliver the successful resolution of support tickets against SLA.
* Guaranteeing service reporting and cus
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