Job Title: IT Site Supervisor
Location: West London (On-site)
Salary: Competitive plus large company benefits
Hours: 9:00 am - 5:30 pm, Monday - Friday
Role Overview
To assist the Senior Operations and Management team with the day-to-day management of field and site-based IT engineers; acting as a point of escalation for issues and proactively driving efficiency and service improvements.
The Site Supervisor role provides leadership to the team and plays an active part in the management and development of staff.
Security clearance, or the willingness to apply for clearance, will be required for this role.
Key Responsibilities
Manage resources to ensure adequate cover is maintained to deliver existing support requirements within the allocated cost structure
Conduct regular visits to regional sites where engineers are based
Encourage and support personal development and training requirements for team members
Work closely with the Field Delivery Manager and wider Management team to review and improve performance against contractual SLAs, operating within agreed KPI parameters
Generate management information, including daily performance reports and contribution to daily and weekly reporting
Act as the first point of escalation, managing issues directly and escalating to line management where required
Monitor and manage customer SLAs on a daily basis
Proactively identify opportunities for improvement both internally and externally
Maintain personal and professional development in line with the evolving nature of the role, participating in relevant training activities
Undertake duties, training and/or working hours as dictated by business requirements, consistent with the level of responsibility of the role
Check and verify overtime and expenses in line with company guidelines
Monitor and manage the quick win process within the team
Actively participate in disciplinary processes where required
Manage PDRs, sickness, annual leave and training requirements in line with business objectives
Ensure all reports operate in line with company policies and procedures
Comply with management system policies, company policies and guidelines, and take responsibility for health and safety in the workplace
Respond to requests for information from line management in a timely manner
Carry out any other reasonable requests from line management
Work overtime when required
Maintain familiarity with organisational policies, processes and responsibilities relevant to the role
Be familiar with customer policies and processes where applicable
Skills and Experience
Always professional and presentable
Full UK driving licence where required to perform the role (customer specific)
Excellent customer-facing skills
Ability to multitask, remain flexible and work effectively in a dynamic environment
Proven ability to develop individuals and teams, fostering a culture of self-development
Demonstrated experience leading teams through change while improving efficiency
Strong communication skills, with the ability to engage effectively with engineers, managers and stakeholders
Ability to understand detailed data and identify opportunities for improvement
Sufficient technical knowledge to understand engineering support environments
Strong organisational and time management skills, with the ability to manage multiple priorities and meet deadlines
Self-motivated with the ability to work unsupervised
Holds or is able to obtain relevant technical certifications where required
Demonstrates CompTIA A+ qualification or equivalent knowledge and experience
Ability to work at height and undertake varied manual handling activities
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