Job Title:
Client Sites Manager (IT)
Location:
Cardiff (with regular travel)
Salary:
£37,000 - £40,690 + car allowance £6000
Contract type:
Permanent
About The Role
We are seeking an experienced Technical People Manager to join our Services Team, part of our Cloud, Cyber, and IT (CCIT) Business Unit. This role reports to the Head of Support Services and collaborates closely with Service Delivery Managers and Account Managers.
The ARO Services function oversees Professional and Managed Services across all technical domains. The Remote Services Manager is responsible for managing and developing our support teams based at customer sites and other engineering teams. You will also provide technical leadership at sites without a Team Leader or Tech Lead.
This role involves significant travel, as you will regularly meet with remote teams at their locations.
You will manage a team of 10 across customer sites in Cardiff and London, with potential for future sites.
Please note: This is a hybrid role requiring onsite presence and regular travel. You must be able to commute and have your own transport.
What You'll Do
* Lead and manage the remote support and field teams daily
* Deliver quality support services aligned with contracts and commercial targets
* Report monthly activities to the Head of Support
* Handle people management tasks: 1:1s, inductions, performance reviews, training
* Identify and escalate risks/issues relating to remote teams, including H&S concerns
* Visit remote sites regularly to build relationships with teams, clients, and stakeholders
* Coach and mentor team members
* Assess technical skills of team members with HR and department support
* Manage resources, availability, and field activities
* Develop technical growth plans for team members
* Organize and facilitate team training sessions
* Communicate effectively via online platforms and face-to-face meetings
* Coordinate with customers and SDMs to ensure support levels meet expectations
* Monitor and report on service delivery, taking proactive actions as needed
* Act as a technical escalation point, making technical decisions and evaluating risks/issues
* Maintain up-to-date documentation for all customers
* Follow ITIL processes
* Engage in continuous personal development to enhance role effectiveness
Requirements
Essential
* Experience in technical customer service or IT support, preferably in managed services, with expertise in Wintel and desktop environments
* Leadership/management experience in technical teams, including coaching and mentoring
* Experience managing escalations and making technical decisions
* Background working in an IT Service Desk environment with strict SLA/OLA adherence
* Commercial awareness and strong problem-solving skills
* Effective communication skills, both verbal and written
* Ability to work in a fast-paced environment
* Relevant technical qualifications (desirable): e.g., CSE, CCNS, CCS, VCP
* Experience working with third-party suppliers
* Willing to undergo an enhanced DBS check
Desirable
* Knowledge of Windows OS (7, 8.1, 10, 11), G-Suite, Office 365
* Experience with AV products, networking (LAN, WAN, ADSL), multifunction printers
* Experience with Windows Server (including 2012 R2), FSMO roles, backup technologies
* Understanding of networking, firewalls, RDP, Hyper-V, AD, storage (SAN), Azure, 2FA/MFA, ADFS, Apple OSX, device support
* Experience in hosting environments and supporting business systems
Benefits
We are a leading UK-based IT and communication services provider with 25 years of experience. Our culture emphasizes communication, trust, and collaboration, fostering a positive workplace environment. Recognized with the 2021 People Insight's Outstanding Workplace Award, we focus on employee wellbeing and development.
Our benefits include:
* Company pension scheme with matching contributions
* Perks portal
* Private medical insurance
* Life assurance
* 25 days holiday plus bank holidays and holiday trading
* Birthday leave
* Health and wellbeing schemes
* Employee share scheme after 12 months
* Employee assistance program
* Technical training and e-learning
* Hybrid working model
If you meet at least 80% of the criteria and are interested, we look forward to hearing from you.
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