Trust Payments

Job Title: Operations and Technical Support Manager
Reports to: Group Head of Operations
 
Intro
 
Whilst most of Trust Payments are working from home at present, our Covid secure offices are still open for those that can’t work from home. We’ve hired and onboarded more than 60 people virtually since the pandemic started and have grown significantly as a business. We’ve adapted our ways of working to ensure that new starters that join feel part of one big virtual team. From regular town halls, to coffee mornings and dedicated mental health days, we want to ensure we put the needs of our employees first, during such difficult times. Feedback from our new hires has been really positive, they love our onboarding programme and how much it make them feel integrated into Trust from the start.
 
Main purpose of the job:
 
•   Responsible for Technical Support Desk Operations
•   Optimise helpdesk and operational processes to deliver customer service excellence on a 24/7/365 basis
•   Supplier relationship management, SLA management, reporting and governance
•   Incident management process owner
•   Escalation point for internal or external service issues
•   Project lead for service delivery
•   Drive continuous operational improvements
 
Duties and responsibilities:
 
•   Responsible for the operation of the Service Desk team which provides 1st and 2nd Line Technical Support
•   Responsible for support processes from 1st level to 2nd level support
•   Responsible for incident management process related to Service Desk team
•   Provide first class technical support services based on company SLA’s to internal/ external customers pertaining to POS, Gateway, company portal, merchant system integrations
•   Project manage the delivery of a new ticketing tool for the Helpdesk, defining appropriate workflows, reporting, ticket categories
•   Set up, monitor, measure and report internal and external SLAs/KPI’s
•   Manage business initiatives to deliver process excellence across omnichannel client solutions – i.e. chat functionality, new platform implementation
•   Lead/prepare merchant service reviews
•   Provide departmental reporting covering i.e. department metrics, service incidents, productivity, escalations and process improvement recommendations
•   Responsible for high priority issues and managing the incident management processes and reporting
•   Manage the relationship of the outsource service provider, to ensure the delivery of optimised service levels out of core business hours
•   Support the delivery of new products and services
•   Collaboration with internal departments for the delivery of the Service proposition, i.e. Technical Specialists, Operations, Product, Marketing, IT etc
•   Introduce and maintain telephony SLA’s
•   Drive and maintain department audits, operational and IT system security standards
•   Identify and manage process gaps
•   Support core operational processes such as onboarding, in conjunction with the other operational sites
 
Experience and Qualifications:
 
•   Solid experience of defining, monitoring and managing Service Level Agreements (SLAs) within an IT service desk environment
•   Technical Operations experience
•   ITIL Foundation or Practitioner qualification is desirable
•   Payments industry experience is advantageous
•   Advanced excel and data management skills
•   Project management experience
•   Experience of managing high performing teams
•   High levels of computer literacy and general IT awareness.

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