Job Title:

Client Sites Manager (IT)

Location:

Cardiff (with regular travel)

Salary:

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

Contract type:

Permanent

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 and field teamsDeliver quality support services in line with the commercials and the contractReport monthly activity to the Head of SupportPeople Management responsibilities including 1:1s, inductions, performance management, training and developmentFlag risks and issues relating to remote teams, including the appropriate recording of HandS risks and issuesRegular visits to remote sites to meet the teams/Team Leaders/customers/stakeholders as required to develop and maintain relationshipsCoach and mentor teamsMeasure the technical ability of team members with assistance from HR and department headsManage resource, availability and field activityEnsure technical development plans are in place for team membersHold and organise team training sessions to encourage these behaviours and attitudes in the teamCommunicate wit the team via remote online platforms and face to face e.g. huddles, team meetingsWork with customers and SDMs to ensure that we are providing the required level of supportMeasure, 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 metAct as a technical lead escalation point for remote services teams, with an ability to undertake technical decision making and risk/issue evaluationEnsure up to date documentation exists for all customersFollow ITIL processesPursue personal development of skills and knowledge necessary for the effective performance of the role

Requirements

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 environmentTeam leadership /Management experience of technical teams, including coaching and mentoringEscalation management including technical decision makingMentoring team members in a technical capacityExperience of working in an IT Service Desk environment to strict deadlines with OLA and SLA measuresCommercial awarenessStrong prioritisation problem solving skillsThe ability to communicate effectively both verbally and in writingDemonstrable experience of working in a fast paced environmentA relevant Technical qualification is désirable (e.g. CSE, CCNS, CCS, VCP)Working with 3rd party suppliersHappy and willing to complete an enhanced DBS check

Desirable:

A good understanding Windows Operating systems (7, 8.1 10 and 11)G-suite365AV productsADSL, WAN, LANMultifunctioning printing/scanningWindows server operating systems including server 2012R2FSMO rolesBackup technologiesKnowledge 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 supportExperience in working in a hosting environmentExperience supporting business systems

Benefits

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 contributionsCompany Perks portalPrivate Medical insuranceLife assurance25 days holiday plus bank holidays plus holiday tradingYour Birthday off, on us!Health Club and Wellbeing SchemeAro Shares after 12 months employmentEmployee Assistance ProgrammeTechnical Training Academy and E-learningHybrid working

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

#J-18808-Ljbffr