Manager, Technical Services Frontline

InterSystems
United Kingdom
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Leadership","Coaching","Communication","Strategic thinking","Customer focus"]

Lead the Technical Services Frontline team, ensuring exceptional customer service and SLA compliance while managing Tier 1 service desk operations. Monitor ticket queues, call metrics, and customer feedback to maintain high-quality support and operational coverage. Coordinate technology initiatives between Tier 1 and Tier 2 teams, drive rollout and user adoption planning, and implement QA practices like ticket audits and satisfaction surveys. Oversee knowledge base maintenance and continuous process improvement.

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InterSystems
InterSystems
3 months ago

Manager, Technical Services Frontline

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead the Technical Services Frontline team, ensuring exceptional customer service and SLA compliance while managing Tier 1 service desk operations. Monitor ticket queues, call metrics, and customer feedback to maintain high-quality support and operational coverage. Coordinate technology initiatives between Tier 1 and Tier 2 teams, drive rollout and user adoption planning, and implement QA practices like ticket audits and satisfaction surveys. Oversee knowledge base maintenance and continuous process improvement.
Location: United Kingdom
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and mentor Tier 1 staff, providing guidance, training, and assignments.
  • •Oversee daily service desk operations to ensure requests and incidents are resolved promptly and SLAs are consistently met.
  • •Monitor ticket queues, call metrics, and customer feedback to ensure high-quality service delivery and coverage.
  • •Coordinate project planning, stakeholder communication, and resource allocation between Tier 1 and Tier 2 teams, including training and user adoption for new technologies.
  • •Implement QA and knowledge management practices, including ticket audits, satisfaction surveys, escalation processes, and maintaining a knowledge base.

Key Requirements

  • •Strong leadership skills with a passion for staff development and coaching.
  • •Excellent interpersonal and communication abilities to inspire and motivate others.
  • •Strategic thinking to balance immediate operational needs with long-term team growth.
  • •Proficient in project management principles and service delivery best practices.
  • •Customer-focused mindset with a commitment to service excellence; desirable experience with prompt engineering, generative AI tools, and automation platforms for IT operations and support environments.
Experience:IT operationsCustomer support
Skills:LeadershipCoachingCommunicationStrategic thinkingCustomer focus
Languages:English
Tech Stack:Generative AIPrompt engineeringAutomation platforms

Company Brief

InterSystems
Develops database management, interoperability, and analytics platforms—particularly for healthcare and financial services. Known for products like Caché, Ensemble, HealthShare and the InterSystems IRIS data platform enabling integrated data management and real-time applications.
Industry: Data Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Cambridge, United States
Founded: 1978
WebsiteLinkedIn