Technical Operations Manager
- Hiring Organisation
- Job Board Direct
- Location
- Omagh, County Tyrone, Northern Ireland, United Kingdom
- Employment Type
- Permanent
escalation processes Ensure timely response and resolution of incidents and service requests Act as an escalation point for complex or high-priority issues SLA & KPI Management Own and report on service desk performance against SLAs and KPIs Monitor metrics such as: First Response Time Resolution Time (MTTR) First Contact Resolution … Ensure clear boundaries between project work and support activities Assist in identifying opportunities for project work from recurring support issues Key Performance Indicators (KPIs) SLA compliance across all clients Reduction in ticket backlog Improvement in response and resolution times Customer Satisfaction (CSAT/NPS) Team utilisation and productivity Reduction ...