Manager, Technical Services Frontline
Location - Windsor, UK
Type of Work - Office
Role Overview
The Technical Services Frontline Manager leads the frontline team, ensuring exceptional customer service and adherence to service level agreements (SLAs). In addition to managing Tier 1 operations, this role coordinates with other teams to deliver new technologies, process improvements, and system implementations.
Key Responsibilities
Leadership & Team Development
- Lead, coach, and mentor Tier 1 staff, providing guidance, training, and assignments that prepare them for more advanced IT roles
- Create structured development plans and career pathways for Tier 1 employees, enabling skill advancement and creating opportunities for advancement
- Build team resilience by promoting a collaborative and supportive environment where employees feel valued, heard, and motivated to grow
Operational Oversight
- Oversee daily service desk operations, ensuring requests and incidents are resolved promptly and SLAs are consistently met
- Monitor ticket queues, call metrics, and customer feedback to ensure high quality service delivery and operational coverage
- Develop and refine processes that improve efficiency, consistency, and the overall end-user experience, fostering a customer-first culture within the team
Project Management for Technology Initiatives
- Coordinate project planning, stakeholder communication, and resource allocation between Tier 1 and Tier 2 teams
- Develop rollout strategies, training materials, and user adoption plans for new technologies alongside the Tier 2 manager
- Ensure Tier 1 staff are trained and prepared to support new systems post implementation
Customer Experience & Quality Assurance
- Implement quality assurance processes, including ticket audits, satisfaction surveys, and feedback reviews
- Collaborate with other IT leaders to ensure a seamless escalation process for complex issues
Process Improvement & Knowledge Management
- Oversee the creation and maintenance of a knowledge base for internal staff and end users
- Leverage data and metrics to recommend operational changes and evaluate training needs
- Partner with Tier 2 to ensure lessons learned from support operations inform future technology decisions
Experience/Qualification Required
- Strong leadership skills with a passion for staff development and coaching
- Excellent interpersonal and communication abilities, with the skill to inspire and motivate
- Strategic thinker who can balance immediate operational needs with long-term team growth
- Proficient in project management principles and service delivery best practices
- Customer-focused mindset with a commitment to service excellence
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
Skills Required
- Strong leadership skills
- Excellent interpersonal and communication abilities
- Proficient in project management principles
- Customer-focused mindset
What the Team is Saying
InterSystems Compensation & Benefits Highlights
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Leave & Time Off Breadth — A tiered PTO structure starts at a generous level and is complemented by separate paid holidays. Feedback suggests time off is a standout element from day one in the U.S.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is paired with EAP and wellness offerings, with some onsite or near‑site services in select locations. Feedback suggests these benefits are consistently viewed as strong.
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Retirement Support — A 401(k) with employer‑funded profit‑sharing is positioned as competitive with common match programs, alongside disability options and access to financial tools/advisors. Feedback suggests the overall design supports longer‑term financial planning.
InterSystems Insights
What We Do
InterSystems builds the software that makes complex systems work—reliably, securely, and at scale. For more than 45 years, we’ve been the information engine behind some of the world’s most mission-critical applications in healthcare, government, and business. Our data management, integration, and analytics technologies help organizations connect disparate systems, turn data into insight, and deliver better outcomes. From enabling interoperable healthcare and advancing clinical care, to powering national infrastructure and large-scale enterprise systems, our technology is used every day by millions of people in more than 80 countries. What sets InterSystems apart is not just what we build, but how we build it. We focus on long-term innovation, deep engineering excellence, and solving hard problems that truly matter. Our teams work closely with customers to tackle real-world challenges—often behind the scenes, but always at the heart of what keeps essential systems running. If you’re motivated by meaningful work, technical depth, and the opportunity to have a global impact, you’ll find it here.
Why Work With Us
Because we are a profitable, privately-held software company, we place our clients first in everything we do. You’ll work on meaningful, complex problems alongside deeply curious experts in a culture that values learning, ownership, and long-term growth—without the pressure of quarterly Wall Street demands.
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InterSystems Teams
InterSystems Offices
OnSite Workspace
InterSystems prioritizes in-person collaboration with majority on-site presence and some work from home flexibility that varies by region and office location.
