Operations Manager – IT Managed Service Provider (MSP) / Service Desk Manager

Ellesmere Port

£35,000 - £45,000 Plus Bonus

Our client is a managed service provider who manages IT infrastructure and end user systems across various vertical markets including Hospitality and Commercial.

Services include network and infrastructure management security, telecoms and much more. Due to continued success, they are looking to recruit an Operations Manager to join their fantastic team as a senior member of the leadership team.

The operations manager will oversee 3 key functions within the business, projects, fields services and service desk. Whilst coming from a technical background the candidate will very much be service and operations focussed, preferably with ITIL or similar methodology.

As a business it is important, we function as a team, we help, develop and grow together. Issues are collective but resolved through personal commitment.

This role is for an experienced service desk manager/operations manager seeking a genuine opportunity to develop and establish our operations function over multiple years.

The role will include establishing processes and working on the development of our tool set as well as the team members.

Whilst this role is operations everyone in the business is responsible for customer service of the highest level. Our company bonus is structured towards personal performance and quality of work.

We are looking for an individual who wants to grow and develop. Someone looking for an exceptional career opportunity.

This role is to run operations: projects, field services and service desk.

In the short term you will manage these teams directly but you will be expected to grow the as needed to support the business. This will include managers.

The service desk is where almost all tickets are logged, incidents, change/service request and also deployment activities. These need to be managed, scheduled, prioritised with the client fully aware of progress at all times. We currently received 20-30 requests each day

Our project manager will report to you as part of the team. The PM oversees all project defined activities and works with other teams to schedule and complete the work. This often includes procurement.

Field services is a combination of both project and ad-hoc maintenance work for clients. This demand is expected to grow and as such the team and it’s requirements must keep pace

The operations manager is also a regular interface into clients. As needed meetings are required with key accounts to update the progress of current workload whilst also planning forward for capacity. You will be an escalation point for high priority incidents.

The operations manager will need to establish a heartbeat for operations. Reviews, scheduled tasks, training, maintenance, huddles, etc.

There are no surprises in operations. They know our clients, the services we provide and the expectations. Everything must have a plan, process and series of scheduled activities in order for everything to operate as needed.

You will currently be working for another MSP or IT services business with 3+ years' experience as either operations manager, service desk manager or something very similar.

This is a fast paced, ever demanding role and you will be comfortable working this way. You will be experienced in creating various processes and establishing best practice as needed. This will involve learning and developing the ConnectWise toolset

The right individual will haveL:

✓ ITIL or similar framework

✓ Organisation & Communication

✓ Team Building and development

✓ Organised and disciplined

✓ Team player

✓ Fearless

✓ Clearly spoken

✓ Leader first

✓ Analytical and process driven

✓ Good technical understanding of systems and process