OSC Manager – Manchester (Hybrid) – Up to £60k
We are working with a leading technology solutions provider to find an Operational Support Centre (OSC) Manager to lead their managed services team. This role is based in Manchester, offering a hybrid working model with at least three days per week in the office.
The Company
Our client delivers world-class managed services, covering proactive incident resolution, release management, security event management, application and hardware support, and a range of value-added services. Their Operational Support Centre (OSC) is the first point of contact for customers, managing tickets across incidents, service requests, and problem resolution.
The Role
As OSC Manager, you will lead a team providing first-line technical support to managed service customers. You will be responsible for ticket management, driving performance to meet SLAs, and overseeing key processes such as Major Incident Management (MIM) and Change Control. You will also ensure that service integrity is maintained while leading a team of around 20 staff in a 24/7/365 operation.
Key Responsibilities
Team & Performance Management
* Day-to-day management of the OSC team
* Conduct weekly informal 1-2-1s and formal performance reviews twice a year
* Identify training requirements and implement development plans
* Set departmental objectives to enhance service delivery and customer satisfaction
* Oversee ticket management processes, ensuring 95% SLA compliance
* Lead Major Incident Management (MIM), ensuring timely resolution and RCA creation
* Own the Change Management process and chair the Change Approvals Board
* Develop OSC into a fully functional Tier 1 technical support team across Voice, Cloud, and Infrastructure
* Deliver monthly reports on SLA performance, risks, issues, and service improvements
* Act as an escalation point for suppliers and support service improvement initiatives
What We’re Looking For
Technical Skills & Experience
* Previous experience managing an Operational Support Centre or similar department
* Strong knowledge of Incident, Major Incident, Problem, and Change Management
* Familiarity with Security, CX-One, Avaya, and Infrastructure products (desirable)
* Experience working with Salesforce (desirable)
* Proficiency in Microsoft Word, Excel, and PowerPoint
Personal Attributes & Behaviours
* Strong customer service and communication skills
* Proactive, problem-solving mindset with a focus on continuous improvement
* Excellent organisational skills with the ability to manage multiple priorities
* Strong leadership and mentoring capabilities
* Relationship-driven, collaborative, and a "can-do" attitude
What’s on Offer?
* Salary up to £60,000 per annum
* Hybrid working (minimum 3 days in-office at Trafford Park, Manchester)
* The opportunity to lead a growing and evolving first-line technical team
* A key leadership role within a respected technology company
If you are an experienced OSC Manager or have a strong background in technical service management, we’d love to hear from you!
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Management
* Industries
* IT Services and IT Consulting
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