Job Title: IT Site Supervisor

Location: West London (On-site)

Salary: Competitive plus large company benefits

Hours: 9:00 am - 5:30 pm, Monday - Friday

Role Overview

To assist the Senior Operations and Management team with the day-to-day management of field and site-based IT engineers; acting as a point of escalation for issues and proactively driving efficiency and service improvements.

The Site Supervisor role provides leadership to the team and plays an active part in the management and development of staff.

Security clearance, or the willingness to apply for clearance, will be required for this role.

Key Responsibilities

Manage resources to ensure adequate cover is maintained to deliver existing support requirements within the allocated cost structure

Conduct regular visits to regional sites where engineers are based

Encourage and support personal development and training requirements for team members

Work closely with the Field Delivery Manager and wider Management team to review and improve performance against contractual SLAs, operating within agreed KPI parameters

Generate management information, including daily performance reports and contribution to daily and weekly reporting

Act as the first point of escalation, managing issues directly and escalating to line management where required

Monitor and manage customer SLAs on a daily basis

Proactively identify opportunities for improvement both internally and externally

Maintain personal and professional development in line with the evolving nature of the role, participating in relevant training activities

Undertake duties, training and/or working hours as dictated by business requirements, consistent with the level of responsibility of the role

Check and verify overtime and expenses in line with company guidelines

Monitor and manage the quick win process within the team

Actively participate in disciplinary processes where required

Manage PDRs, sickness, annual leave and training requirements in line with business objectives

Ensure all reports operate in line with company policies and procedures

Comply with management system policies, company policies and guidelines, and take responsibility for health and safety in the workplace

Respond to requests for information from line management in a timely manner

Carry out any other reasonable requests from line management

Work overtime when required

Maintain familiarity with organisational policies, processes and responsibilities relevant to the role

Be familiar with customer policies and processes where applicable

Skills and Experience

Always professional and presentable

Full UK driving licence where required to perform the role (customer specific)

Excellent customer-facing skills

Ability to multitask, remain flexible and work effectively in a dynamic environment

Proven ability to develop individuals and teams, fostering a culture of self-development

Demonstrated experience leading teams through change while improving efficiency

Strong communication skills, with the ability to engage effectively with engineers, managers and stakeholders

Ability to understand detailed data and identify opportunities for improvement

Sufficient technical knowledge to understand engineering support environments

Strong organisational and time management skills, with the ability to manage multiple priorities and meet deadlines

Self-motivated with the ability to work unsupervised

Holds or is able to obtain relevant technical certifications where required

Demonstrates CompTIA A+ qualification or equivalent knowledge and experience

Ability to work at height and undertake varied manual handling activities