Technical Services Frontline Manager

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

About InterSystems

InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.

AI Disclaimer

InterSystems may use AI tools for its internal operations including administrative tasks during recruitment (e.g., organizing candidate information).  InterSystems’ approach to AI is guided by the InterSystems Responsible AI Guidelines. AI is not used to make or influence hiring decisions. All decisions are made by InterSystems employees.

Candidates may use AI for CV or interview preparation, provided materials are truthful and reflect their own experience.  AI tools and third-party transcription services must not be used during interviews or assessments.

Please note that the use of wearable technology, including any AI-related tools or other technology-connected devices (such as META or Google smart glasses and/or wearables, and/or any similar devices), is strictly prohibited during the interview and screening process with InterSystems.  Any applicant who requires a wearable device or any type of technology support during the interview process as a reasonable accommodation under the ADA or applicable state or country laws and regulations must contact the InterSystems Human Resources Department prior to attending or participating in any interview or screening process.