Job title: Technical Team Manager

Location: Bracknell

Salary: £48k plus 3% bonus

Candidates must be willing and eligible for SC clearance for this role.

Job Description

The Technical Team Manager will oversee a service desk team consisting of 1st, 2nd, and 3rd Line support technicians. This role offers a chance to expand one's IT knowledge and management skills. The ideal candidate should possess strong leadership and communication abilities and be capable of mentoring junior team members. Self-study and training opportunities are available for upskilling in specific technologies related to the role.

The position involves working with an on-site team supporting customers at various locations within the UK. This technical role requires liaising with key stakeholders to provide guidance and support.

Key Responsibilities:

Oversee the daily operations of the service desk, ensuring timely resolution of IT issues and requests.
Implement and monitor service level agreements (SLAs) and key performance indicators (KPIs) to maintain high-quality support standards.
Create and update processes and instructions for the team.
Design and implement automation workflows to streamline incident management, request fulfillment, and repetitive tasks using ITSM tools such as Microsoft Service Centre Service Manager.
Manage service management, performance/people management, communication, and recruitment activities.
Manage incidents to resolution in collaboration with third parties, keeping records updated according to agreed work instructions. Escalate when necessary.

Your Experience:

Leadership experience with IT support and infrastructure knowledge, including:

Virtualisation (VMWare/Horizon)
Microsoft Server 2019
CISCO/Juniper network devices
Trellix/Trend
Active Directory
Exchange
ITIL Processes

Desirable:

Microsoft Windows 10
SharePoint
LinuxPlease note: It's still worth applying even if you do not meet all the requirements above. We are passionate about investing in you and your career and if you have the transferable skills/ background in IT Support this could be the next opportunity for you.

Your benefits:

26 Days annual leave plus public holidays (3 flexible)

Pension - Double matching contributions of up to 10%

Life assurance

Companywide incentive plans

Your choices (Flexible benefits such as increased holidays / travel / dental critical illness and more)

Perks at work - employee discounts

Employee assistance programme / virtual GP

If you are interested in this role or wish to apply, please feel free to reply to this advert or call me on (phone number removed)

Many thanks