Senior IT Support Manager with Field Engineering Leadership Experience

Overview: 

We are seeking a proactive IT Support Manager to lead a team of field engineers and remote support staff. The role focuses on improving team coordination, streamlining operations, and ensuring strong client site coverage. The ideal candidate will combine hands-on technical skills with leadership to deliver excellent service. 

This role requires an accomplished manager to take a hands-on approach to scheduling, client site management, and team performance. 

Benefits:

• £45,000 - £60,000 per year depending on experience.

• 40 days paid holiday annually.

• Partnership scheme (share in business profit).

• Business card for business travel.

Key Responsibilities: 

Team Leadership & Coordination 

• Manage a small team of field engineers and remote support staff, ensuring smooth collaboration. 

• Own the scheduling and prioritising of field operations to meet client needs. 

• Mentor the team, setting goals, KPIs, and SLAs to maintain high standards. 

• Act as the escalation point for SLA breaches or complex technical problems. 

Technical Support & Client Site Management 

• Provide hands-on technical support on-site as required. 

• Oversee field operations to ensure clients receive reliable and proactive service. 

• Improve visibility by scheduling regular client site visits and check-ins. 

Client Relationship Management 

• Build strong, long-term relationships with clients to ensure satisfaction. 

• Act as the technical point of contact, offering tailored solutions. 

• Identify opportunities for service improvements and system optimisations. 

Process & Performance Improvement 

• Refine workflows by improving ticket prioritisation, streamlining communication between field and remote teams, and standardising processes to reduce response times. 

• Implement best practices for field and remote operations. 

• Monitor team performance, addressing areas for growth and improvement.