What are the responsibilities and job description for the Senior IT Support Manager with Field Engineering Leadership Experience position at DevFinders?
Overview :
We are seeking a proactive IT Support Manager to lead a team of field engineers and remote support staff. The role focuses on improving team coordination, streamlining operations, and ensuring strong client site coverage. The ideal candidate will combine hands-on technical skills with leadership to deliver excellent service.
This role requires an accomplished manager to take a hands-on approach to scheduling, client site management, and team performance.
Benefits :
45,000 - £60,000 per year depending on experience.
40 days paid holiday annually.
Partnership scheme (share in business profit).
Business card for business travel.
Key Responsibilities :
Team Leadership & Coordination
Manage a small team of field engineers and remote support staff, ensuring smooth collaboration.
Own the scheduling and prioritising of field operations to meet client needs.
Mentor the team, setting goals, KPIs, and SLAs to maintain high standards.
Act as the escalation point for SLA breaches or complex technical problems.
Technical Support & Client Site Management
Provide hands-on technical support on-site as required.
Oversee field operations to ensure clients receive reliable and proactive service.
Improve visibility by scheduling regular client site visits and check-ins.
Client Relationship Management
Build strong, long-term relationships with clients to ensure satisfaction.
Act as the technical point of contact, offering tailored solutions.
Identify opportunities for service improvements and system optimisations.
Process & Performance Improvement
Refine workflows by improving ticket prioritisation, streamlining communication between field and remote teams, and standardising processes to reduce response times.
Implement best practices for field and remote operations.
Monitor team performance, addressing areas for growth and improvement.
Qualifications & Experience :
Minimum 5 years’ experience in IT field engineering, with at least 2 years in a leadership role .
Proven success managing field and remote teams.
Strong technical expertise in :
- IT systems, networking, hardware, and software solutions.
- Office 365 Cloud environments (Email, SharePoint, Teams, OneDrive).
- Network infrastructure : routers, switches, firewalls, VLANs, DHCP, DNS, and TCP / IP.
- Windows Server (2016, 2019, 2022), Group Policies, and security.
- Azure administration and implementations.
Experience with Cyber Essentials and GDPR security standards.
Ability to problem-solve independently and manage technical projects.
What We’re Looking For :
Leadership : Inspire and manage a team while driving collaboration and efficiency.
Communication : Build strong client relationships and present technical solutions clearly.
Technical Expertise : Confident in solving complex technical challenges and managing field operations.
Strategic Thinking : Improve processes, streamline workflows, and achieve measurable results.
Client-Focused : Committed to delivering exceptional service.
Salary : $45,000 - $60,000
