Overview
Application Deadline: 17 October 2025
Department: Information Technology Services
Location: Breedon Head Office, Pinnacle House, Breedon on the Hill, Derbyshire
Compensation: £0 - £46,300 / year
Description
The role requires substantial travel across a large geographical region from the South Lake District area, over to North Yorkshire and everything South including Wales (both north & south Wales). The successful postholder must reside within this area and be prepared to attend the Company head office in Derbyshire on a regular basis.
To lead a Field Service engineering team across a geographical region, providing technical support and leadership for the services & systems within the Workplace Service team. The role manages, supports and delivers multi-faceted technical support directly to the business with high technology expertise across multiple technologies, with a heavy focus on customer service, ensuring the team delivers exceptional levels of proactive customer service. The role also provides technology leadership within the Field Services team by overseeing the technical & operational activities that support the team and services, including delivery toolsets, solution design, technical design, service design, IT project delivery and technical research & development. The role works closely with other technology leadership teams across the wider BTS team to support strategic technical planning and delivery.
The role ensures all activities align with guidelines from the Workplace Services Manager to ensure a standard approach, working with other Field Service Managers and Principal Field Engineers to define and document standardised procedures across regions/countries where applicable.
Key Responsibilities
* Managing and supporting the assigned team of Field Support Engineers and Principal Field Support Engineers, including skills gap analysis, training and continuous development to ensure high-quality delivery across the team and wider WPS teams.
* Work with peer Field Service Managers and Workplace Services Manager to define the service catalogue for the WPS tower.
* Manage the efficient resolution of support tickets, ensuring SLAs compliance and providing metrics to the Workplace Services Manager; monitor outcomes for effectiveness and provide end users with tools to derive value from the systems.
* Deliver a proactive support service with structured operational practices.
* Provide structured reporting and alerting on all aspects of service performance to drive continuous service improvement.
* Act as a point of escalation for service issues, working with IT Business Partners and BTS Service Tower Leads to manage escalations or complaints.
* Manage escalation process to third party support partners.
* Produce and maintain relevant technical documentation and SOPs within Workplace Services.
* Work with the IT Security team to manage implementation of security technology and configurations across services.
* Support the Workplace Services Manager with strategic technology initiatives and plans.
* Lead the team in problem management and major incident management, including root cause analysis and trend analysis.
* Support compliance with Health & Safety legislation and Company policies, including risk assessments to ensure safe working conditions.
* Attend regular business management meetings and translate requirements into deliverable improvements for cost savings and improved user experience.
* Ensure systems, services and activities align with technical and operational standards; escalate exceptions as necessary.
* Oversee rollout of new sites through acquisitions or organic growth.
* Assist with resource planning to ensure timely project delivery while meeting daily support needs, including overtime and third-party resources.
* Ensure adherence to wider BTS policy, process and procedure.
* Contribute to the development of the wider Workplace Services strategy and future plans.
* Undertake any other activity as reasonably requested by management.
Skills Required
Essential Skills
* Previous in-depth experience of providing technical field support across a multi-site organisation.
* Outstanding communication and interpersonal skills at all levels with professionalism and empathy.
* Experience in motivating and mentoring team members with effective delegation; performance management through regular reviews.
* Ability to set realistic deadlines and measure via SLAs and KPIs.
* Mediating disputes within the team or with users while maintaining a positive environment.
* Customer service oriented mindset with high levels of end user and business satisfaction.
* Handling complaints and escalations with professionalism and tact.
* Decision making under pressure while prioritising incidents and requests.
* Managing multiple projects simultaneously.
* Keeping up with emerging technology and adapting to changes in systems or processes.
* Aligning support operations with business goals and identifying opportunities for improvement or automation.
* Ability to prioritise workload; flexible in approach and proactive.
* Willingness to travel regionally and nationally as required, including potential overnight stays.
Desirable Skills
* Relevant ITIL qualifications beyond Foundations.
* Prince2 Foundation or higher.
* Relevant technical/managerial accreditations across Desktop Support, Networking and Infrastructure; Degree or extensive experience.
* Formal Team Management and Leadership training.
* Customer Satisfaction/engagement training.
Job Benefits
* Car or Car Allowance
* 25 days holiday plus bank holidays
* Contributory Pension Scheme
* Free on-site Parking
* Holiday Buy Scheme
* Volunteer Scheme
* Share Save Scheme
* Life Assurance
* Enhanced Maternity, Adoption & Paternity Scheme
* Health & Wellbeing Initiatives
* Discount Scheme
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
* Industries
* Wholesale Building Materials
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