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IT Field Delivery Manager

2 months ago

West Midlands UK, UK, United Kingdom Azets Full time

The IT Field Delivery Manager reports to the Head of UK/IE IT Support and Operations and works closely with the IT Support Desk Manager.

The IT Field Delivery Manager is responsible for the day to day management of the Field Engineers and is the line manager for this team.

This role includes the requirement to arrange Azets office site visits across the United Kingdom and Ireland and to allocate Field team personnel accordingly. Maintaining communication and timely updates to all areas of the IT Support function is key, along with the maintenance and adhesion to the firms policies and procedures.

The role also requires the management and ownership of tickets raised to the Engineers Resolver Group within the ticket management platform, Freshservice. Time sensitive issues should be prioritised and processed in a first in, first out manner, in accordance with our Service Level Agreement.


Key Accountabilities:


• Carry out change management processes to the required standards

• Coordination with all other areas of the IT function, providing timelines and appropriate updates, including the Support Desk, Service Delivery, M&A, Senior IT staff and Property

• Effectively and tactfully handle urgent or sensitive requests from within the business

• Line Management responsibilities for the Field and Workshop teams, including people management, the management of Performance Development Reviews, rotas, allocation of resources and project management

• Manage relationships with key subcontractors who provide contract resource to Field Team where applicable, including appropriate use of contractors

• Oversee ticket allocations and assess priority levels, ensure compliance from team and adherence to business SLA’s

• Providing regular feedback and timely updates to the Head of UK/IE IT Support and Operations

• Review operational processes, updating, documenting and communicating these as required

• Sharing of knowledge between team members and the wider department

• The assignment of team resources to Azets offices as and when required

• To analyse statistics and documentation to produce reports when required

• To assist in the development of employees through various training and development programmes

• To assist with any other tasks as required by the Head of UK/IE IT Support and Operations

• To ensure that correct working practices are implemented and maintained within the department

• To ensure that working practices are maintained within the Workshop, including the configuration and dispatch of new hardware, alongside the management of equipment collections


Skills and Experience:


• A full, clean UK driving license held for a minimum of one year

• Knowledge of Microsoft Active Directory

• Knowledge of Microsoft Exchange Server

• Knowledge of Microsoft Intune

• Knowledge of Microsoft Windows Desktop operating systems

• Knowledge of Microsoft Windows Server operating systems

• Knowledge of network protocols, including DHCP, TCPIP and DNS

• Knowledge of the Microsoft 365 platform

Core abilities

• Always being willing to find answers

• Be a team player and to include others

• Being responsible for provisioning technical resources to a large, multi-site user base

• Eager to learn

• Excellent attention to detail, communication and analytical skills

• Managing escalations

• Provide excellent customer service

• Sound time management skills and the ability to prioritise your workload

• Strong literacy skills

• Take full ownership of issues

• The ability to multitask issues and prioritise

• The desire to learn and develop new skills

• To be a logical thinker and act on their own initiative

• To be able to assist in complex situations and offer guidance as necessary

• To be able to delegate tasks to others appropriately and effectively

• To be able to plan work effectively and efficiently

• To be approachable and a good listener

• To be fair, respectful and have good social skills

• To be well motivated and forward thinking

• To continue to grow by listening to others and learning from other departments and teams

• Troubleshooting issues in a thorough and consistent manner

• The ability to be able to deal with a wide range of different and third party suppliers and contractors