Technical Team Manager
Location : Bracknell
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. A good level of experience and understanding of IT support is required. 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 Center 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.
- Support and participate in all Change Management Activities, updating changes upon completion. Participate as a member of the Change Advisory Board (CAB).
- Coordinate software deployments as part of Release Management.
- Manage service requests that have been escalated from the 2nd Line.
- Manage OS and application patching as part of Patch Management.
- Generate and analyze reports using SCOM, SQL, ePo, and Excel.
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
- Linux
- MDM (Avanti)
- PDR/JSPs knowledge
Please 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.
Expected working
Our support hours are from Monday to Friday, 08:00 to 18:00, totaling 37 hours per week.
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
Work Your Way is our approach to flexible working – this is available from day 1 of joining
Recruitment process
The recruitment process consists of a one stage interview.
We are a Disability Confident Employer and will offer an interview to disabled applicants who best meet the minimum/essential criteria for the role. Email EMEIArecruitment@fujitsu.com if you would like to apply through the Disability Confident Interview Scheme.
Achieve together
We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.
We are people centric: Our hybrid work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion
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