Technical Team Manager
££45,000 - £50,000 GBP
Onsite WORKING
Location: United Kingdom (Greater London - Bracknell) Type: Permanent
Technical Team Manager
Location: UK - On-site / Customer Locations
Security Clearance: Active SC Clearance Required
An exciting opportunity has arisen for an experienced Technical Team Manager to lead a dynamic service desk team responsible for delivering 1st, 2nd, and 3rd line IT support. This is a hands-on leadership role suited to someone with strong technical expertise and the ability to manage day-to-day operations, mentor junior staff, and work closely with both internal teams and external stakeholders.
The successful candidate will be responsible for overseeing the delivery of IT support services across multiple sites within the UK, ensuring high standards of service through effective team management, process optimisation, and stakeholder engagement. The role also offers opportunities for personal development, with access to training and self-study resources to deepen technical knowledge in key areas.
Key Responsibilities:
* Lead the daily operations of the service desk, ensuring prompt resolution of incidents and service requests.
* Define and manage SLAs and KPIs to drive performance and maintain service quality.
* Develop and maintain operational procedures and team documentation.
* Design and implement automation workflows to enhance efficiency using ITSM platforms (e.g. Microsoft System Center Service Manager).
* Manage all aspects of service delivery, including incident escalation, change and release management, recruitment, and team performance.
* Collaborate with third parties to resolve incidents, ensuring accurate documentation and escalation where required.
* Actively contribute to Change Management processes and participate in the Change Advisory Board (CAB).
* Coordinate software deployments and oversee patch management activities for operating systems and applications.
* Manage escalated service requests from 2nd line support and support the team in complex technical challenges.
* Generate and analyse technical reports using tools such as SCOM, SQL, ePO, and Excel.
Required Skills and Experience:
* Proven leadership experience within an IT support or infrastructure environment.
* Strong working knowledge of:
o Virtualisation (VMware/Horizon)
o Microsoft Server 2019
o Cisco/Juniper network devices
o Active Directory
o Exchange
o Trellix or Trend Micro security tools
o ITIL-based service management processes
* Excellent communication skills and the ability to mentor junior team members.
* Experience working in customer-focused environments and managing multiple stakeholders.
Desirable Skills:
* Familiarity with:
o Microsoft Windows 10
o SharePoint
o Linux systems
o Mobile Device Management (e.g. Ivanti)
o JSPs/PDR frameworks
Please note : Due to the nature of the work, applicants must hold active Security Check (SC) clearance to be considered for this position.
Reference: AMC/RHU/TTMF
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