Senior IT Support Manager with Field Engineering Leadership Experience

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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:
  • IT systems, networking, hardware, and software solutions.
  • Office 365 Cloud environments (Email, SharePoint, Teams, OneDrive).
  • Network infrastructure: routers, switches, firewalls, VLANs, DHCP, DNS, and TCP/IP.
  • Windows Server (2016, 2019, 2022), Group Policies, and security.
  • 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.