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Senior Technical Team Manager

2 months ago

Nottingham, Nottingham, United Kingdom Air IT Full time

Job Title: Senior Technical Team Manager

Job Summary:

We are seeking a highly experienced Senior Technical Team Manager to join our team at Air IT. As a Senior Technical Team Manager, you will be responsible for managing a team of technical engineers to deliver high-performing service through meeting and exceeding client service commitments and expectations.

Key Responsibilities:

  • Team Management: Ensure the team is operating effectively and efficiently to deliver against KPIs, SLAs, and customer satisfaction targets.
  • Performance Management: Manage the performance of technical engineers through objective setting, regular 1-2-1s, encouraging and supporting personal development.
  • Quality Assurance: Conduct regular service quality checks to ensure the team and individual engineers achieve service and process standards.
  • Client Relationships: Maintain relationships with clients to ensure effective two-way communication.
  • Escalations: Manage escalations within the team, from engineers or customers, through to resolution.
  • Training and Development: Develop training plans for engineers incorporating new and existing customer requirements and our product roadmap.
  • Security and Compliance: Ensure the company's Information Security Management System (ISMS) and all relevant policies are adhered to at all times.
  • Dispatch and Scheduling: Manage the 2nd and 3rd line schedule and shift planner where dispatch is unavailable.
  • Timesheets and Reporting: Review and approve engineer timesheets.

Requirements:

  • Service Management Experience: Demonstratable service management experience.
  • Senior Technical Role: 3-5 years working in a senior technical role.
  • Technical Background: Previous technical background.
  • Communication Skills: Strong communication skills.
  • Industry Experience: Experience of working within an MSP or similar environment.
  • Pressure Management: Ability to work under pressure.
  • Flexibility: Flexibility with working hours.

Desirable Qualifications:

  • ITIL Certification: ITIL certified.
  • Major Incident Management: Major incident management experience.
  • Driving License: Current and valid driving license.
  • ConnectWise Experience: Experience of ConnectWise.

Benefits:

  • Hybrid Working: Hybrid working options for a better work-life balance.
  • Annual Leave: 25 days annual leave plus bank holidays.
  • Learning and Development: Ongoing learning and development opportunities.
  • Cycle to Work Scheme: Cycle to work scheme and technology vouchers.
  • Family Leave: Enhanced family leave.
  • Celebration Day: An additional day off each year to celebrate an occasion important to you.
  • Pension Scheme: Salary sacrifice pension.
  • Volunteer Days: 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees' efforts to make a positive impact.
  • Company Social Events: Company social events and competitions.
  • Discount and Cashback Scheme: Discount and cashback scheme.
  • Group Income Protection: Group income protection.
  • Life Insurance: Life insurance.
  • EAP and Virtual GP Service: EAP and virtual GP service.

At Air IT:

We are committed to fostering an inclusive and diverse workplace where everyone thrives. We believe in providing equal opportunities for all, so let us know if you need any reasonable adjustments during the recruitment process.