InterSystems

2 months ago

Manager, Technical Services Frontline

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 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

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

InterSystems

2 months ago

Manager, Technical Services Frontline

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

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

Industry: Data Infrastructure

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Cambridge, United States

Founded: 1978

Website LinkedIn