IT Field Services Team Leader
Field Services Team Leader (Bolton)
Role Description
As a Field Services Team Leader, you will play a key role in our service delivery and continuous improvement and be one of the faces of ICT, so professional appearance and conduct is of the highest importance along with the confidence to interact with all levels of staff. Working closely with the Head of Field Services, ICT colleagues and business users you will ensure that all work is completed to the highest standards and within the agreed SLA targets and drive a continuous service improvement plan. You will be responsible for a small team of Field Engineers and maintain coordination of daily workflow and personnel development.
You should have a good understanding of Windows operating systems from Win7 through to Win11 as well as a good awareness of the Microsoft 365 stack and Active directory. You must be able to translate technical knowledge and fixes into easy-to-understand business language. Experience of leading a team of technical staff is an advantage.
Knowledge of corporate standard hardware, PC’s, Laptops, Tablets, etc. as well as mobile telephony are a must and experience with Multi-Function Printing (MFD) and its associated software is an advantage.
The team undertake office moves and fit outs/shutdowns, so a willingness to ‘get your hands dirty’ is important and the ability to think on your feet and manage a heavy workload are important. Knowledge of networks and infrastructure hardware, configuration and fault finding would be advantageous.
The Agilisys Field Services Team sit within the groups Managed Services division and are the ‘face of I.T.’ to the business user community. Working closely with senior Managed Services staff, ICT colleagues and business users you will ensure that all work is completed to the highest standards and within the agreed SLA targets.
The Field Services Team Leader must have a flexible approach to work and workloads, have excellent inter-personal skills and the ability handle work pressures. They must be experienced in leading technical staff and familiar with ITL best practices.
Skills
- All-round written and oral communication skills.
- Creating and maintaining procedural documentation.
- Ability to drive on-time delivery of tasks.
- Supporting a mixed environment of Hardware and Software.
- Fault finding and problem solving.
- Use of windows deployment technologies.
Knowledge
- Windows Server and Client products including Active Directory and Azure.
- Good understanding of corporate networks and firewalls (no administration required but an understanding of how these impact field support areas).
- Asset Management & Redundant IT Equipment processes.
- Qualified to at least ITIL V4 Foundation level with the appropriate certificate is an advantage.
Experience
- Coordinating and driving the daily workflow of a support team.
- Managing staff performance and development.
- Supporting a mixed environment of Hardware and Software.
- Troubleshooting of Corporate networks and Infrastructure.
- Use of windows deployment technologies.
- Team organisation and reporting.