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Operations Manager - Help Desk Manager

Job Title: Operations Manager - Help Desk Manager
Contract Type: Permanent
Location: Portsmouth
Salary: 46000 - 55000
REF: Warren02
Contact Name: Warren Kemp
Contact Email:
Job Published: over 3 years ago

Job Description

Job Title:                                              Operations Manager

Department/Location:                  Operations/Portsmouth HQ

Hours:                                                   9am – 5pm Mon-Fri some shift cover incl. Saturday (as required)

Line Manager:                                   CEO

Summary of position:

The purpose of the role is to oversee a number of key operational functions that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the Support, Infrastructure and Product Development teams to achieve those expectations to a high standard.

Key Deliverables

·         Maintain high performing service support functions

·         Build & maintain excellent account relationships

·         Lead and develop Operations to continually improve skills & service delivery

·         Achieve superior customer satisfaction and interdepartmental collaboration


Key Accountabilities

·         Reporting to the CEO

·         Service excellence

·         This post has significant supervisory responsibility; the job holder is therefore expected to manage people for successful outcomes, promoting individual accountability and to collaborate with all stakeholders across the business in order to best serve the growth objectives of Ultracomms.

Primary Duties & Responsibilities:

·         Maintain ‘FreshService’ ticketing system for professional service delivery recording accurate & regularly updated information

·         Coordinate activities and responsibilities between Support, Infrastructure & Development ensuring all are working together in tandem

·         Take ownership of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required 

·         Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and full post incident reviews are completed

·         Champion Operational Support in projects and develop a strong understanding of issues impacting your service area ensuring service impact to clients is minimised and agreed

·         Understand future demand from growth and projects and ensure it is factored into capacity plans.

·         Drive internal and third-party service review meetings covering performance, service improvements, quality and processes

·         Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

·         Provide regular and accurate management reporting on Service performance

·         Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment

·         Work with pre-sales support to achieve a seamless on-boarding journey


Person Specification:


Educated to ‘A’ level standard or equivalent



·         A working knowledge of FreshService or similar software ticketing systems in use for service delivery

·         An understanding IT industry best practice (ITIL)

·         Experience managing teams and developing others

·         An understanding of the contact centre industry as it relates to compliance, technology, quality standards and best practice



Qualities & Attitude

·         Organised and self-managed

·         Presenting a professional image & demeanour

·         Balanced and calm under pressure

·         A positive approach encouraging collaboration and successful outcomes

·         Motivated to create individual & team success


Product Knowledge

·         Some understanding of cloud technology as it relates to call centre management software (full training will be given)

·         FreshService or similar

·         Standard project management applications e.g. Jira/Wrike


Core Competencies

·         People management

·         Problem solving

·         Teamwork

·         Commitment