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 ..... full job details .....