Platform Operations Manager

#GoWithYourFlow
Come and join us as a highly skilled and motivated Platform Operations Manager joining our newly created IT team to help deliver exceptional customer support to our customers and colleagues. This Platform Operations Manager role requires strong leadership skills, technical expertise, and a customer-centric mindset.
The Role:
As our new Platform Operations Manager / Service Desk Manager, you will take on a pivotal role in our organisation. You’ll lead and manage a brand new team, dedicated to delivering exceptional customer support in a fast-paced and dynamic environment. Your primary responsibilities as Platform Operations Manager will include overseeing day-to-day operations, ensuring that our support services meet and exceed customer expectations, and continuously improving our service desk processes.
Bringing your leadership skills to the forefront of this Platform Operations Manager role, you will inspire your team to achieve their best. Your technical knowledge will be crucial in troubleshooting complex issues and providing guidance on best practices. 
You will also be responsible for developing and implementing strategies to enhance team performance, streamline operations, and improve overall customer satisfaction. This Platform Operations Manager role requires a proactive approach to identifying and resolving potential issues, as well as the ability to adapt to changing circumstances and technologies.
Key Responsibilities:
Minimise Escalations to Level 3 Support - Implement strategies and processes to minimise the number of issues escalated to Level 3 Support, including proactive troubleshooting, knowledge management initiatives, and collaboration with other teams.
Reporting and Analysis - Conduct thorough root cause analysis on recurring issues to identify underlying problems and implement preventive measures. Generate regular reports on team performance metrics, analyse trends, and identify areas for improvement.
Team Leadership - Lead, mentor, and inspire a team of Level 2 Support Engineers to deliver outstanding customer service and technical support
Team Building - Recruit, onboard, and train new team members to ensure they have the skills and knowledge required to excel in their roles.
Process Improvement - Identify opportunities to streamline support processes, improve efficiency, and enhance the customer experience.
Technical Expertise - Maintain a deep understanding of our products, services, and technical infrastructure to effectively support and troubleshoot customer issues.
Workload Management - Efficiently manage workloads and workflows in both ServiceNow and Jira to ensure timely resolution of customer inquiries and issues.
Performance Management - Set clear performance expectations, provide regular feedback, and conduct performance evaluations to drive continuous improvement and career development within the team.
This is a hybrid-based opportunity with upto 2 days per week in the office.
You should be based in the UK and our Offices are based in Aston (Birmingham), Salford (Manchester), Glasgow and Crick (Northamptonshire).
You:
You’ll live and breathe our digital-first ethos, with a proactive and “can-do” approach. You’ll enjoy working collaboratively with the wider DevOps team and you’ll be committed to acting with integrity and honesty in everything you do.
Skills and competencies:
Proven experience as a support manager or similar role, with a background in software development and operations.
Able to communicate with all levels of stakeholders.
Proficient in analytical thinking and problem-solving.
Strong knowledge of cloud platforms (e.g., AWS, Azure, Google Cloud).
Continuous learning mindset, keeping up to date with industry trends.
Us:
From boilers to bathroom suites, tubing to towel rails and everything in between, City Plumbing has all the products our customers need to complete the job. And we have all you need to build a successful career! We’re proud of our reputation for selling quality plumbing and heating products to both trade and retail customers and we’re super excited about our future. We put our colleagues at the heart of all we do, giving them all the tools they need to be successful, happy and feel rewarded in their career with us.
Benefits Package and Cultural Environment:
Bonus
Discounts, savings and cash back at numerous retailers
Life assurance
Extended family policy including maternity, paternity, additional annual leave and more
Mental Health First Aiders and Employee Assistance Programme, we look out for each other
Complete induction and a company that lets you grow and encourages development
Financial education and loans
Flexible working options
A business striving to create an environment of inclusion so everyone can be their true self
And more!
#BelongWithUs
We’re passionate about creating an inclusive workplace that celebrates and values diversity. Bring your whole self to work regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. We don’t want you to ‘fit’ our culture, we want you to enrich it. 
We are committed to best practices in recruitment and undertake Basic Criminal Record Disclosures for candidates that are offered employment within our branches that undertake deliveries for British Gas. This check will only be undertaken after the acceptance of an offer of employment