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IT Workplace Support Manager
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We are working with a large national not-for-profit, with c.1800 sites right across England, who are looking for an IT Workplace Support Team Leader to build and run a new field-based support team.
This is a newly created role. You will lead three field engineers covering care locations, housing schemes and offices, resolving the issues the service desk cannot fix remotely and supporting project-related activities whilst staying hands-on with the technical work yourself. The three engineers have not been hired yet, so you will be involved in choosing them.
Continuous improvement sits at the centre of the role. You will be expected to improve the experience colleagues have of technology and the reliability of the service behind it, using what you see on site and in the service data to make things better rather than simply keeping them running.
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What you will be doing
- Lead, coach and allocate work to three field-based workplace support engineers
- Resolve complex device, Microsoft 365, networking, Wi-Fi, telephony, printing and meeting room issues, remotely and on-site
- Travel to sites across England for faults, deployments and proactive service checks
- Own device lifecycle activity and coordinate with suppliers and logistics partners
- Use ticket and service data to identify recurring problems and work with the engineering and network teams to resolve them properly
What you will need
- Strong interpersonal and behavioural skills
- Strong experience in line managing an IT support team. This is not a step up from senior engineer, and managing people you rarely see in person is the part that matters
- Strong hands-on troubleshooting across Windows devices, Microsoft 365, peripherals, printing and mobile
- Understanding of how endpoints are configured in the back end, particularly Microsoft Intune and endpoint policy
- Experience supporting a multi-site organisation, both remotely and on-site
- Enough networking and Wi-Fi knowledge to diagnose an issue on-site before escalating it
- Full UK driving licence and willingness to travel across England
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Useful, not essential
- ITIL Foundation or experience in an ITIL-based support environment
- MD-102 or MS-102
- Device as a Service or managed device lifecycle exposure
- Experience across an estate of several hundred sites or more
The package is £40,000 plus car allowance, home-based anywhere in England, with regular travel and occasional out-of-hours work.
Apply through this advert, or message me directly if you would rather have a confidential conversation first.
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