Position Overview

Are you ready to lead a dynamic team in a fast-paced environment? We’re looking for an enthusiastic On-site Team Manager to join our talented crew at the Dorset Innovation Park in Winfrith. In this role, you will be at the helm of a skilled on-site team, ensuring top-notch service delivery while fostering a collaborative and positive atmosphere. Your strong communication skills, technical expertise, and creative problem-solving abilities will be key to driving our success. You’ll play a vital part in shaping our IT infrastructure strategy and processes, making a real impact on our operations.

You’ll need SC Clearance for this role; don’t worry if you don’t have it yet—we’ll sponsor you! To qualify, you must have been UK-based for the last 5 years and hold UK citizenship. Once cleared, maintaining security clearance is a must.

Salary & Benefits

The budgeted salary for this role is between 50,000 – 55,000 GBP Per Annum

Click here for the list of benefits.

#LI-ONSITE

Duties and Responsibilities

As the On-site Team Manager, you will:

• Lead a Passionate Team: Manage a dedicated group of ServiceDesk and Infrastructure engineers (12+) who are eager to excel.
• Empower Your Team: Conduct monthly one-on-one meetings, yearly appraisals, and pay reviews to support your team's growth and development.
• Deliver Exceptional Service: Oversee the delivery of high-quality service desk and support services to meet our clients' needs.
• Keep Us on Track: Ensure daily, weekly, and monthly tasks (like backups and updates) are completed efficiently.
• Drive Continuous Improvement: Identify opportunities for service enhancements and implement them to elevate our standards.
• Report and Collaborate: Create daily and monthly service reports in collaboration with the Service Operations Manager.
• Build Relationships: Foster strong connections with key business stakeholders to enhance collaboration.
• Ensure Satisfaction: Maintain high customer satisfaction levels (CSAT) through excellent service delivery.
• Stay Organized: Regularly review and update documentation to keep everything current and accurate.
• Uphold Standards: Ensure that our team adheres to company policies and procedures.
• Manage Major Incidents: Lead the team during critical incidents, ensuring clear communication and follow-through on actions.
• Resolve Technical Issues: Support your team in addressing complex infrastructure challenges.
• Schedule Smartly: Create a shift rota that ensures we meet our contractual obligations seamlessly.
• Be a Self-Starter: Work independently with minimal supervision, taking initiative in all aspects of your role.
• Monitor Attendance: Accurately track team attendance in line with HR policies.
• Enhance Knowledge Sharing: Keep our internal knowledge base up-to-date and encourage its use among engineers.
• Mentor and Inspire: Guide your team in their technical development, promoting a culture of continuous learning.
• Provide Feedback: Offer timely and constructive feedback to clients and senior management to drive improvement.
• Maintain Professional Relationships: Cultivate strong professional relationships with clients and colleagues alike.
• Exceed Expectations: Utilize your outstanding customer service skills to delight our clients.
• Meet Goals Together: Ensure we meet all service level agreements (SLAs) while maximizing staff utilization.
• Boost Engagement: Work to improve employee engagement scores within the team.
• Foster Team Spirit: Organize quarterly team-building events to strengthen camaraderie.
• Facilitate Communication: Hold monthly team meetings to keep everyone aligned.

Experience and Qualifications

We’re looking for someone who can help us grow and improve our onsite dedicated team while ensuring that we meet service level agreements (SLAs) and key performance indicators (KPIs). You’ll manage incidents, requests, problems, changes, and major incidents using the ServiceNow platform.

• A solid foundation in ITIL (Foundation V3 or above) is essential, along with demonstrated experience working to ITIL standards.
• Demonstrable experience of experience managing teams in a fast-paced IT environment is required.
• You thrive when things get busy! Your ability to prioritize, meet deadlines, and maintain excellent customer relations will be crucial.

In addition to the above, what will set you apart is:

• Previous experience in an MSP environment.
• Familiarity with ServiceNow ITSM tools.
• A broad technical understanding from end-user computing to networks, servers, and storage area networks (SANS).
• Demonstrable project management experience.
• IOSH Accreditation.
• Experience in risk management documentation is a plus!
• A good understanding of the Cyber Security landscape will set you apart.

About Us:
We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.