Technical Team Manager

Fujitsu; Bracknell; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading company in IT services is seeking a Technical Team Manager in Bracknell to oversee service desk operations. The candidate will manage a team of technicians, ensuring high-quality support and mentoring junior staff. This role offers opportunities for growth in IT management and leadership within a supportive and inclusive environment.

Benefits

26 Days annual leave plus public holidays

Pension - Double matching contributions of up to 10%

Life assurance

Companywide incentive plans

Flexible benefits such as increased holidays / travel / dental

Employee discounts

Virtual GP and Employee assistance programme

Flexible working from day 1

Qualifications

• Strong leadership experience in IT support.
• Experience with IT infrastructure and services.
• Ability to mentor junior team members.

Responsibilities

• Oversee daily operations of the service desk and ensure timely issue resolution.
• Implement SLAs and KPIs for support standards.
• Design workflows for incident management using ITSM tools.

Skills

Leadership

Communication

Mentoring

IT support

Tools

VMWare/Horizon

Microsoft Server 2019

CISCO/Juniper

Active Directory

Exchange

ITIL Processes

Job description

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Job Description

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 [e-mail] 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

#LifeAtFujitsu