Technical Services Manager

Location: Windsor, UK; office-based

Company

hirify.global provides data technology platforms for healthcare, finance, manufacturing, and supply chain organizations in more than 80 countries.

What you will do

• Lead, coach, and mentor Tier 1 service desk staff through structured development plans and career pathways.
• Oversee daily service desk operations, ticket queues, call metrics, service coverage, and SLA compliance.
• 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 and system implementations.
• Implement ticket audits, customer satisfaction surveys, feedback reviews, and escalation processes to improve service quality.
• Maintain the knowledge base and use operational data to recommend process improvements and evaluate training needs.

Requirements

• Strong leadership skills with a focus on staff development and coaching.
• Excellent interpersonal and communication abilities with the ability to inspire and motivate.
• Strategic thinking and the ability to balance immediate operational needs with long-term team growth.
• Proficiency in project management principles and service delivery best practices.
• Customer-focused approach and commitment to service excellence.

Nice to have

• Knowledge of prompt engineering, generative AI tools, and automation platforms used in IT operations and customer support.
• Awareness of emerging AI technologies and their application in IT service management and end-user support.

Culture & Benefits

• Collaborative and supportive environment focused on employee growth and resilience.
• Opportunities to develop Tier 1 employees for more advanced IT roles.
• Work within an organization providing 24×7 support to customers and partners worldwide.