Technical Services Manager

Technical Services Manager (ITIL/Service Management) Newtownabbey, Belfast area
£34,000 to £37,000 + £11,100 shift allowance.

We are working with a well-established organisation in Newtownabbey who are seeking an experienced Technical Services Manager to lead and develop their Technical Support function. This role is ideal for a service-driven leader with a strong ITIL Service Management background proven Incident Management expertise and ideally a knowledge of networking.

You will lead technical support-focused shift teams, own major incident processes, and act as a key bridge between technical teams and senior stakeholders.

Key Responsibilities

• Lead, mentor, and develop Technical Support/Service Desk teams
• Own and manage Incident, Problem, and Change Management processes in line with ITIL best practice
• Drive service performance through KPIs, SLAs, and continual service improvement (CSI)
• Ensure robust incident response, root cause analysis, and post-incident reviews
• Collaborate with infrastructure, applications, and third-party vendors
• Contribute to service strategy, process optimisation, and operational maturity

Your background

• Proven experience leading technical support-focused teams
• Strong background in ITIL-based Service Management and comfortable working shifts.
• Demonstrable Incident Management experience, including Major Incident leadership
• Experience working in operational IT environments (infrastructure, applications, or managed services)
• Ability to communicate effectively with both technical teams and non-technical stakeholders
• Strong organisational, leadership, and decision-making skills
• ITIL Certification (Foundation or higher)
• Exposure to regulated or enterprise-scale environments

For more information please contact (see below)

Technical Services Manager (ITIL/Service Management) Newtownabbey, Belfast area
£34,000 to £37,000 + £11,100 shift allowance.