Overview:
We are seeking a proactive IT Support Manager to lead a team of field engineers and remote support staff. The role focuses on improving team coordination, streamlining operations, and ensuring strong client site coverage. The ideal candidate will combine hands-on technical skills with leadership to deliver excellent service.
This role requires an accomplished manager to take a hands-on approach to scheduling, client site management, and team performance.
Benefits:
* £45,000 - £60,000 per year depending on experience.
* 40 days paid holiday annually.
* Partnership scheme (share in business profit).
* Business card for business travel.
Key Responsibilities:
Team Leadership & Coordination
* Manage a small team of field engineers and remote support staff, ensuring smooth collaboration.
* Own the scheduling and prioritising of field operations to meet client needs.
* Mentor the team, setting goals, KPIs, and SLAs to maintain high standards.
* Act as the escalation point for SLA breaches or complex technical problems.
Technical Support & Client Site Management
* Provide hands-on technical support on-site as required.
* Oversee field operations to ensure clients receive reliable and proactive service.
* Improve visibility by scheduling regular client site visits and check-ins.
Client Relationship Management
* Build strong, long-term relationships with clients to ensure satisfaction.
* Act as the technical point of contact, offering tailored solutions.
* Identify opportunities for service improvements and system optimisations.
Process & Performance Improvement
* Refine workflows by improving ticket prioritisation, streamlining communication between field and remote teams, and standardising processes to reduce response times.
* Implement best practices for field and remote operations.
* Monitor team performance, addressing areas for growth and improvement.
Qualifications & Experience:
* Minimum 5 years’ experience in IT field engineering, with at least 2 years in a leadership role.
* Proven success managing field and remote teams.
* Strong technical expertise in:
o IT systems, networking, hardware, and software solutions.
o Office 365 Cloud environments (Email, SharePoint, Teams, OneDrive).
o Network infrastructure: routers, switches, firewalls, VLANs, DHCP, DNS, and TCP/IP.
o Windows Server (2016, 2019, 2022), Group Policies, and security.
o Azure administration and implementations.
* Experience with Cyber Essentials and GDPR security standards.
* Ability to problem-solve independently and manage technical projects.
What We’re Looking For:
* Leadership: Inspire and manage a team while driving collaboration and efficiency.
* Communication: Build strong client relationships and present technical solutions clearly.
* Technical Expertise: Confident in solving complex technical challenges and managing field operations.
* Strategic Thinking: Improve processes, streamline workflows, and achieve measurable results.
* Client-Focused: Committed to delivering exceptional service.
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