Client Sites Manager (IT)

ARO; Cardiff; Hybrid; GBP 37,000 - 41,000; Full time

Job summary

A leading IT services provider in Cardiff is seeking a Client Sites Manager to oversee a team of technical professionals. Responsibilities include managing team performance, delivering quality support services, and conducting regular site visits. Ideal candidates will have strong customer service experience in IT and proven team leadership abilities. This hybrid role includes regular travel to client sites and offers a competitive salary with additional benefits.

Benefits

Company Pension Scheme

Private Medical insurance

25 days holiday plus bank holidays

Qualifications

• Experience working in technical customer service roles.
• Team management experience, including coaching and mentoring.
• Strong priority setting and problem-solving skills.

Responsibilities

• Accountable for managing remote support & field teams.
• Deliver quality support services aligned with contracts.
• Conduct regular site visits to develop team relationships.

Skills

Technical customer service experience

Team leadership

Escalation management

Problem-solving skills

Effective communication

Education

Relevant Technical qualification (e.g. CSE, CCNS, CCS, VCP)

Tools

Windows Operating Systems

G-suite

365

Job description

Job Title:Client Sites Manager (IT)

Location: Cardiff (with regular travel)

Salary:£37,000 - £40,690 + car allowance £6000

Contract type: Permanent

#LI-Hybrid

About the role

We are looking for an experienced Technical People Manager to join our Services Team, which is part of our Cloud, Cyber, and IT (CCIT) Business Unit.

This role reports into the Head of Support Services and will work closely with Service delivery (SDM) and Account Managers.

The ARO Services function oversees both Professional and Managed Services across all technical domains.

The Remote Services Manager is responsible for the people management and development of our support teams based at customer sites and other engineering teams as required. You will also take on technical team leadership at sites without a Team Leader or Tech Lead.

There is a large element of travel associated with this role, as you will frequently be meeting with our remote teams at their place of work on a regular basis.

In this role you will manage a team of 10, across customer sites in Cardiff and London, with the potential of further sites in the future.

Please note that this is a Hybrid role with onsite requirement and regular travel. You must be able to commute to the office and have your own transport.

What you’ll do

• Be accountable for the day to day team leadership and management of the remote support & field teams
• Deliver quality support services in line with the commercials and the contract
• Report monthly activity to the Head of Support
• People Management responsibilities including 1:1s, inductions, performance management, training and development
• Flag risks and issues relating to remote teams, including the appropriate recording of H&S risks and issues
• Regular visits to remote sites to meet the teams/Team Leaders/customers/stakeholders as required to develop and maintain relationships
• Coach and mentor teams
• Measure the technical ability of team members with assistance from HR and department heads
• Manage resource, availability and field activity
• Ensure technical development plans are in place for team members
• Hold and organise team training sessions to encourage these behaviours and attitudes in the team
• Communicate wit the team via remote online platforms and face to face e.g. huddles, team meetings
• Work with customers and SDMs to ensure that we are providing the required level of support
• Measure, monitor and report on service provided on customer sites, ensuring proactive action is taken to address, mitigate or flag any areas where targets are not likely to be met
• Act as a technical lead escalation point for remote services teams, with an ability to undertake technical decision making and risk/issue evaluation
• Ensure up to date documentation exists for all customers
• Follow ITIL processes
• Pursue personal development of skills and knowledge necessary for the effective performance of the role

What we are looking for?

Essential

• Experience of working within a technical customer service /IT support roles- preferably in a managed service company- with particular focus on wintel and IT desktop environment
• Team leadership /Management experience of technical teams, including coaching and mentoring
• Escalation management including technical decision making
• Mentoring team members in a technical capacity
• Experience of working in an IT Service Desk environment to strict deadlines with OLA and SLA measures
• Commercial awareness
• Strong prioritisation problem solving skills
• The ability to communicate effectively both verbally and in writing
• Demonstrable experience of working in a fast paced environment
• A relevant Technical qualification is désirable (e.g. CSE, CCNS, CCS, VCP)
• Working with 3rd party suppliers
• Happy and willing to complete an enhanced DBS check

Desirable:

• A good understanding Windows Operating systems (7, 8.1 10 & 11)
• G-suite
• 365
• AV products
• ADSL, WAN, LAN
• Multifunctioning printing/scanning
• Windows server operating systems including server 2012R2
• FSMO roles
• Backup technologies
• Knowledge of various networking technologies, Firewalls, Terminal services/RDP, Hyper Exchange, AD Exposure and understanding of storage (SAN), Azure, 2FA/MFA, ADFS, Apple OSX and device support
• Experience in working in a hosting environment
• Experience supporting business systems

Who are we?

Aro has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.

Why Work for Aro?

At Aro we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make Aro a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• Aro Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning
• Hybrid working

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.