Technical Team Manager Location : Bracknell The Technical Team Manager will oversee a service desk team consisting of 1st, 2nd, and 3rd Line support technicians. This role offers a chance to expand one's IT knowledge and management skills. The ideal candidate should possess strong leadership and communication abilities and be capable of mentoring junior team members. A good level of experience and understanding of IT support is required. Self-study and training opportunities are available for upskilling in specific technologies related to the role. The position involves working with an on-site team supporting customers at various locations within the UK. This technical role requires liaising with key stakeholders to provide guidance and support. Key Responsibilities: - Oversee the daily operations of the service desk, ensuring timely resolution of IT issues and requests. - Implement and monitor service level agreements (SLAs) and key performance indicators (KPIs) to maintain high-quality support standards. - Create and update processes and instructions for the team. - Design and implement automation workflows to streamline incident management, request fulfillment, and repetitive tasks using ITSM tools such as Microsoft Service Center Service Manager. - Manage service management, performance/people management, communication, and recruitment activities. - Manage incidents to resolution in collaboration with third parties, keeping records updated according to agreed work instructions. Escalate when necessary. - Support and participate in all Change Management Activities, updating changes upon completion. Participate as a member of the Change Advisory Board (CAB). - Coordinate software deployments as part of Release Management. - Manage service requests that have been escalated from the 2nd Line. - Manage OS and application patching as part of Patch Management. - Generate and analyze reports using SCOM, SQL, ePo, and Excel. Your Experience: Leadership experience with IT support and infrastructure knowledge, including: - Virtualisation (VMWare/Horizon) - Microsoft Server 2019 - CISCO/Juniper network devices - Trellix/Trend - Active Directory - Exchange - ITIL Processes Desirable: - Microsoft Windows 10 - SharePoint - Linux - MDM (Avanti) - PDR/JSPs knowledge Please note: It's still worth applying even if you do not meet all the requirements above. We are passionate about investing in you and your career and if you have the transferable skills/ background in IT Support this could be the next opportunity for you. Expected working Our support hours are from Monday to Friday, 08:00 to 18:00, totaling 37 hours per week. Your benefits: 26 Days annual leave plus public holidays (3 flexible) Pension - Double matching contributions of up to 10% Life assurance Companywide incentive plans Your choices (Flexible benefits such as increased holidays / travel / dental critical illness and more) Perks at work - employee discounts Employee assistance programme / virtual GP Work Your Way is our approach to flexible working - this is available from day 1 of joining Recruitment process The recruitment process consists of a one stage interview. We are a Disability Confident Employer and will offer an interview to disabled applicants who best meet the minimum/essential criteria for the role. Email EMEIArecruitment@fujitsu.com if you would like to apply through the Disability Confident Interview Scheme. Achieve together We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI and a Stonewall Top 100 Employer. We are people centric: Our hybrid work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion LifeAtFujitsu Requisition ID : 30460