Overview
As the Digital Field User Support Services Lead, you will be responsible for leading and developing the Field User Support Services department, supporting NSTs and other end users at Hub sites across the London and Reading region. This role evolves the Digital Drop-In Clinics and will drive continuous service improvement aligned with the organisation's long-term digital vision. This is a hybrid role with regular travel to Hub sites for on-site checks, stakeholder engagement, audits, and one-to-ones. A car allowance is provided for travel.
What you’ll be doing
* Lead and manage a multi-functional Field User Support Services team providing on-site and remote support; monitor and deliver against agreed service levels; drive team development through regular 1:1s, coaching, and training plans; maintain and manage shift allocation to ensure effective coverage.
* Oversee incident and escalation management through to resolution; develop and implement Service Improvement Plans; identify and implement improvement opportunities within the service; review and ensure the quality of technical support documentation.
* Support seamless transition of new digital projects into business-as-usual operations; investigate recurring problems, contributing to long-term fixes and process improvement; advocate and apply best practice methodologies, tools, and frameworks; engage key stakeholders in incident, problem, and change management processes.
Primary capabilities of the Digital IT Hub Team Lead
* Lead and establish a new, efficient field support service at Hub sites; support New Starter/Movers IT inductions and handovers; manage stakeholder expectations across Clean and Waste teams.
* Collaborate with Knowledge Management and Resolver Teams to enhance documentation and process efficiency; work closely with the wider User Services Management Team on training and support; support the device and software lifecycle for end-user services.
* Participate in Digital Drop-In Clinics as needed; engage Digital User Champions to promote a shift-left support model.
Base location – Hybrid – Reading, Clearwater Court
Full Time – 36 hours per week
What you should bring to the role
Essential Experience
* Proven leadership in managing IT support or field engineering teams; strong background in delivering high levels of customer service; experience in a fast-paced IT support environment with the ability to multitask.
* Stakeholder engagement and the ability to convey technical information to non-technical audiences; track record of driving service improvements and operational excellence; experience supporting Windows 10, Office365, Intune, and SCCM environments.
Essential Skills & Qualifications
* Strong people management and coaching skills; excellent written and verbal communication skills in English; outstanding organisational and time management abilities.
* Self-motivated with the ability to work independently and within a team; adaptability to changing technologies and service requirements; professional qualifications desirable (e.g., ITIL); understanding of IT security processes.
* Working knowledge of ServiceNow is a bonus but not essential.
Desirable Experience
* Experience managing or contributing to IT support at multiple field locations; participation in digital transformation or service improvement programmes; familiarity with hybrid work support models and digital user engagement.
Desirable Technical Skills & Qualifications
* ITIL certification or similar service management qualification; experience supporting end-user hardware lifecycle management; understanding of knowledge management processes and documentation standards.
What’s in it for you?
* Competitive salary up to £60,000 per annum, depending on experience.
* Annual leave - 26 days per year, increasing to 30 with length of service (plus bank holidays).
* Performance-related pay plan linked to company and individual performance measures and targets.
* Generous pension scheme through AON.
* Benefits for health, wellbeing, and finances, including health MOTs, physiotherapy and counselling, Cycle to Work schemes, shopping vouchers, and life assurance.
Who are we?
We’re Thames Water, the UK’s largest water and wastewater company, serving more than 16 million customers. We aim to build a better future for customers, communities, people, and the planet, and we’re looking for passionate, skilled people to help us get there.
Thames Water is a diverse place to work with opportunities for development, flexible working arrangements, and comprehensive benefits.
Disclaimer: This advert may close early if a high volume of applications is received; we encourage you to apply promptly to avoid disappointment.
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