Itam Technical Services Manager

Softcat; Manchester; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Flexible working hours

School pick-up flexibility

Job summary

Softcat is seeking an ITAM Technical Services Manager in Manchester to lead the Asset Intelligence Technical Team. You will oversee high-performing technical staff, delivering first and second line support and technical consultancy to customers.

You will collaborate with Asset Intelligence Team leaders to expand asset management services. The role emphasizes managing escalations, vendor relationships, and continuous improvement of processes.

Qualifications

• Demonstrable experience managing an IT services team, preferably in asset management.
• Strong understanding of IT Asset Management technology and tooling.
• Experience with ITAM tools such as Snow Software (desirable) and knowledge of ServiceNow or Xensam is beneficial.
• Excellent written and oral communication with stakeholders at all levels.
• Self-sufficient, innovative and capable of leading a team and driving new ways of working.

Responsibilities

• Responsible and accountable for all technical/support escalations within the team.
• Lead vendor engagements with senior stakeholders to triage and resolve client queries within SLAs.
• Chair quarterly business reviews with strategic ITAM vendors and provide feedback.
• Stay at the forefront of new product technology and service offerings through training and market research.
• Drive improvements and innovative ways of working within the team.

Skills

Management experience

IT services team leadership

IT Asset Management knowledge

Asset management tooling

Communication skills

Self-starting & innovative

Tools

Snow Software

ServiceNow

Xensam

Job description

Join our Asset Intelligence Services team!

The Asset Intelligence Technical teams' responsibility is to ensure that asset management tooling is successfully deployed, managed and supported technically throughout the duration of the service or project. In addition, the team also provide consultancy-based services to implement or upgrade asset management tools on behalf of new and existing customers.

Success. The Softcat Way.

It's an exciting time to be at Softcat, one of the UK's most successful technology solutions businesses. We help customers to use technology to succeed, by putting our employees first. We've reached the £1 billion+ pa revenue milestone, opened our first office outside the UK and picked up a series of industry awards. We've got even bigger plans for the future. So, if you share our drive and ambition, get ready to achieve more from your career.

In this role, you'll be responsible and accountable for managing the high-performing technical team. The team's responsibilities are to provide first and second line technical support whilst able to deliver technical consultancy services. Your role will involve a variety of customer and internal stakeholder engagements whilst working alongside the Asset Intelligence Team leaders to deliver wider asset management services to our customers.

As Asset Intelligence Technical Team Leader, you'll be responsible for:

• Responsible and accountable for all technical/support escalations within the team
• Working with senior stakeholders within vendors to triage, elevate and resolve client support queries and ensuring the customers are kept up to date within the appropriate SLA's
• Lead technical quarterly business reviews for strategic ITAM vendors providing constructive feedback
• Be at the forefront of new product technology/service offerings through vendor training and market research
• Drive improvements and be creative with new ways of working

We'd love you to have

• Demonstrable experience working in a similar role within an IT Services organisation showing a level of management experience
• Experience running an IT services team, ideally in the field of asset management
• Good level of understanding around IT Asset Management technology and tooling
• Technical experience with a Software Asset Management tool - Snow Software (Desirable) , ServiceNow, Xensam
• Excellent written and oral skills with the ability to communicate at all levels (internal and external stakeholders)
• Self-sufficient and innovative, with the ability to lead a team
• Creative self start approach to leading a team and service

Work in a way that works for you

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

• Working flexible hours - flexing the times you start and finish during the day
• Flexibility around school pick up and drop offs

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.

If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Any information you share on your application will be treated in confidence. You can find out more about life at Softcat and our commitments to diversity and inclusion at jobs.softcat.com/jobs/our-culture/

Here at Softcat, we don't prohibit the use of AI (artificial intelligence) in our application process, as we understand how far it can go to creating a truly equitable candidate experience. That being said, as a culture-driven organisation, we believe that the genuine essence of each person is what truly matters, so we highly encourage you to be as authentically you as possible when submitting your application to showcase your true and whole self.

ITAM Technical Services Manager • Manchester, Lancashire, United Kingdom