Technical Operations Manager

Stack

Responsibilities

• ▹Lead the service desk function, mentoring and managing the team
• ▹Take full responsibility for IT service desk operations, driving resolution of tickets and requests
• ▹Enhance the end-user IT experience by implementing innovative workplace technologies and industry best practices
• ▹Develop, monitor, and report on SLAs and KPIs
• ▹Provide hands-on troubleshooting support and mentor the team to enhance technical competencies
• ▹Set and maintain standards for the Joiner-Mover-Leaver (JML) process, improving it through automation
• ▹Manage IT asset processes to optimize hardware/software utilization, including lifecycle management
• ▹Conduct weekly team meetings, performance evaluations, and training sessions
• ▹Serve as the final escalation point, collaborating closely with Incident Management and Platforms Engineering
• ▹Use metrics and reporting tools to drive performance improvements
• ▹Stay informed about industry trends and technological advancements

Requirements

• ▹Unrestricted right to work in the UK (no sponsorship provided)
• ▹Minimum 5 years of experience leading and managing IT Support Engineers, with a hands-on escalation-point approach
• ▹Strong technical expertise, prior technical support experience, proficiency with ITSM tools such as Jira
• ▹Prior experience in Service Management within a dynamic IT environment, with understanding of the ITIL framework
• ▹Exceptional attention to detail, excellent written and verbal communication skills
• ▹Proven analytical thinking, ability to prioritize tasks by severity and urgency
• ▹Demonstrated experience developing, implementing, and reporting on SLAs and KPIs
• ▹Collaborative approach, able to work across functional boundaries
• ▹Proactive, self-motivated mindset, able to work independently

Soft skills

What we offer

• ▹Full onboarding support and continued development opportunities
• ▹Options for flexible working
• ▹Regular social activities
• ▹Pension contributions
• ▹Discretionary bonus scheme
• ▹Private health cover
• ▹Life assurance
• ▹Family friendly policies including enhanced Maternity & Paternity leave

About the company

Allica Bank is the UK's fastest growing company and the fastest-growing fintech firm ever, focused on serving established SMEs — neglected by both traditional banks and modern fintech providers despite representing over a third of the economy.