Tier 2 Digital Workplace Services Manager

Job Summary:To manage the Tier 2 Core Services team in delivering high-quality technical support, ensuring adherence to ITIL processes, and driving proactive incident management. The role is pivotal in maintaining service stability, minimizing downtime, and enhancing customer satisfaction through effective escalation and resolution practices.

The Tier 2 Manager will be required to build a cohesive, motivated team and work alongside a complicated set of geographically dispersed stakeholders, including management, technologyarchitects, and technology staff, toassist in the lifecycle of new client services, from design and development, through to implementation and ongoing support.

The role holder will ensure the team adheres to best practices, promotes teamwork and clear communication, and ensures workload prioritization. The role holder will ensure that processes are in place to ensure assigned systems are monitored, maintained, and supported, alongside ensuring that assigned project tasks or work streams are delivered on time and to budget.

Essential Job Duties and Responsibilities:

• Manage and mentor Tier 2 analysts, ensuring efficient workflow and high performance.
• Coordinate with Tier 1 and Tier 3 teams to ensure seamless escalation and resolution.
• Monitor team KPIs, including First Contact Resolution (FCR), SLA attainment, and incident backlog.
• Oversee Tier 2 incident triage, diagnostics, and resolution, especially for complex or recurring issues.
• Implement proactive monitoring and health checks to detect and address issues before escalation.
• Ensure timely communication with stakeholders during the incident lifecycle, including updates and resolution notices.
• Support hiring, onboarding, and talent development initiatives.
• Champion ITIL-aligned practices across Incident, Problem, Change, and Knowledge Management.
• Ensure consistent application of global processes for service restoration, prioritization, and escalation.
• Collaborate with Major Incident and Problem Managers to drive root cause analysis and permanent fixes.
• Drive continuous service improvement (CSI) initiatives and support Shift Left strategies.
• Maintain and improve knowledge base documentation and SOPs.
• Act as a liaison between T1 and T3 resolver groups to ensure technical alignment and service continuity.
• Effectively manages 24/7 365 Technical resource rota, ensuring appropriate resources to meet demand.
• Management of the assigned SME or geographically located team and any strategic or HR responsibilities that may be required as part of the management of those teams.
• Manage and maintain assigned systems or services in production and pre-production environments.
• Contribute to the technical strategy and procedures for the teams being managed and the wider IT function, and ensure that the team's objectives are aligned with the business objectives as set by senior management.

Skills & Experience:

Essential

• Bachelor's degree in computer science or related technical field with two (2)+ yearsTechnical Leadership experience.
• Eight (8)+ years of relevant experience OR Master's degree with six (6)+ years of relevant experience.
• Strong understanding of ITIL methodologies and Service Desk Institute (SDI) best practices.
• Proven experience in Tier 2 or technical support leadership roles.
• Exceptional analytical and communication skills, with the ability to interpret data and identify trends.
• Experience managing performance against SLAs in multi-client environments.
• Familiarity with service management tools (e.g., ServiceNow) and reporting platforms (e.g., Power BI).
• Experience of working under pressure in a dynamic and fast-moving technical environment.

Desirable:

• ITIL Foundation or higher certification.
• Experience in global service environments with 24/7 operations.
• Knowledge of Cubic Technology platforms and infrastructure

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