Operations Manager - Support Services

We are looking for an experienced and self-driven Operations Manager you are responsible for the day-to-day performance and coordination of all support functions within the Service Delivery team. This includes Helpdesk, Scheduling, Technical Administration, Parts, Smartcall and Key Accounts.

This is a hands-on, operational management role, focused on ensuring that all support services run efficiently, enabling Engineering teams to delivery against SLAs while maintaining a high standard of customer experience. You will work closely with your management team to manage workflow, resolve issues and continuously improve service delivery.

You will lead a team of Service Delivery Managers, ensuring alignment with business objectives, customer expectations and Service Level Agreements (SLAs). This role requires a strategic mindset combined with hands-on operational leadership.

Responsibilities

Operational Management and Strategy

• Take ownership of daily support service operations, ensuring all customer requests, jobs and parts are processed accurately and on time.

• Hold regular operational reviews with Service Delivery Managers to track performance, address issues and remove blockers

Service Delivery

• Own and drive key performance indicators (KPIs) including:

• Ensure consistent, high-quality service delivery across all departments

Operations Administration

• Oversee Helpdesk operations to ensure all service requests are logged, prioritised and resolved efficiently

• Work with the Service Delivery Manager - Operations Administration to ensure scheduling is optimised with effective allocation of engineers and strong SLA adherence

Parts & Hub Administration

• Oversee the Parts & Hub Administration function to ensure engineers and customers receive the right parts at the right time.

• Ensure strong control of parts ordering, van stock management and supplier performance.

Smartcall

• Oversee the Smartcall function, ensuring effective remote diagnosis and resolution of equipment issues

• Drive the use of Smartcall to reduce unnecessary site visits and improve first-time fix rates

Key Accounts & Customer Management

• Oversee the Service Delivery Manager - Key Accounts, ensuring consistent delivery against SLAs and contractual commitments

• Support the team in maintaining strong client relationships and service performance

Requirements

• Strong operational leadership experience within a service delivery or support environment

• Experience managing Helpdesk, Scheduling, Administration, or Customer Support functions

• Ability to manage multiple operational areas simultaneously and make decisions in fast-paced environments

• Strong problem-solving skills with a hands-on approach to resolving issues

• Experience using data to drive performance and improvements

Benefits

• Competitive salary

• Private healthcare

• 21 days annual leave plus bank holidays

• Enhanced workplace pension scheme

• Access to our discount and wellbeing portal, ICE Cube

• Life assurance which is 2x annual salary

• Bonus payment of £100.00 following 5 years' service then an additional £25.00 for each subsequent year of service e.g. £125.00 following 6 years' service

• Holiday buy back scheme

At ICE we strive to encourage personal development and career progression, offering on-the-job training as well as support for professional qualifications for our employees. We are a fast-growing business, and this position would suit someone who likes to hit the ground running and has a drive for success.

How we do it:

But we're still growing, and that's why we need you.

ICE is an equal-opportunity employer, and we're on a mission to foster a diverse & inclusive workplace. Individuals seeking employment at ICE are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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