Job Description
One of ourinternational clients’ with a HQ in Newcastle are looking to bring on an IT Field Service Manager as part of their core IT Ops Function.
You will be involved in leading a team of IT Field Engineers, ensuring all sites within the organisation are provided with the IT Support they need.
You will be customer focused driven, with a keen eye for detail and will help develop and improve how the team operates moving forwards.
The role is 4 days on site your main location will be Newcastle, although travel to the various sites across the country will be required.
Key responsibilities
- Formulate both short-term day-to-day and longer-term IT Field Service plans and identify and work on continuous improvement of the service.
- Manage the Field Engineering teams day-to-day operations, providing colleagues with IT Support they require, giving confidence that issues will be investigated, actioned and resolved.
- Create a positive culture that emphasises customer centricity, continuous improvement, cost efficiency, and agility.
- Plan, support and manage the introduction of new services (e.g. knowledge) for IT Field Services.
- Lead resource planning for the team for both support and projects (incl. Tech refresh, M&A, Site Refurbs or Application rollouts), engaging with stakeholders across IT (e.g. PM’s, PMO, Tech Co-ordinators, Service Desk etc), ensuring required outcomes are achieved.
- Create, manage and deliver a backlog of improvements for the Field Engineering team. Work closely with the Service Desk and Service Owners, delivering better services & processes (i.e. automation / shift left) to increase value and customer satisfaction.
- Be visible, visiting sites with the team. Co-ordinate team on engaging and communicating with colleagues on a regular basis to understand and resolve issues.
- Manage or input into any related Supplier service reviews & budget plans.
- Provide Duty Incident Manager out of hours support, on a rota basis.
Experience required
- Leadership of a geographically dispersed Field IT support
- Ability to work with people of all working styles, backgrounds, experience, etc
- Excellent interpersonal skills with the ability to communicate and influence at all levels
- Good presentation and stakeholder management skills
- Ability to prioritise and manage team workloads
- Deal with complexity and ambiguity
- Highly organised with excellent time management skills and attention to detail
- Eagerness to learn and develop and willing to go the extra mile
- Reliable and approachable
- Ability to travel to sites
- Experience of Major Incident management
- A wiliness to work out of hours in the resolution of issues (from time to time)
Benefits include
- Pension Scheme
- Hybrid working
- Company Bonus
- Travel Benefits
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