IT Field Service Manager

One of our  international 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 national 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