Manager, Technical Services Frontline

Location: Windsor, UK; office-based

Company

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

What you will do

• Lead, coach, and mentor Tier 1 technical services staff through structured development plans and career pathways.
• Oversee daily service desk operations, ticket queues, call metrics, incident resolution, and SLA performance.
• Coordinate technology initiatives between Tier 1 and Tier 2 teams, including planning, stakeholder communication, resource allocation, rollout strategies, and user adoption.
• Implement quality assurance practices such as ticket audits, satisfaction surveys, and feedback reviews.
• Maintain the knowledge base and use operational metrics to recommend process improvements and identify training needs.
• Partner with IT leaders and Tier 2 support to improve escalations and incorporate operational lessons into technology decisions.

Requirements

• Strong leadership, coaching, staff development, interpersonal, and communication skills.
• Ability to balance immediate operational requirements with long-term team growth.
• Proficiency in project management principles and service delivery best practices.
• Customer-focused approach with a commitment to service excellence.
• Ability to work from the Windsor, UK office.

Nice to have

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

Culture & Benefits

• Work within a collaborative and supportive environment focused on employee development.
• Support customers and partners through 24×7 global service operations.
• Join a privately held organization established in 1978 with offices in 28 countries.