Job Title: IT Engineering Manager - Technical Support

Salary: £40,000+Benefits

Location: Kidderminster, with monthly client and team visits in Leeds, Exeter, and London.

Overview:

Concept are working with a leading IT Managed Service Provider (MSP) in search of an experienced IT Engineering Manager to lead and empower their team of engineers across multiple UK locations. This role entails overseeing the engineering team, delivering technical support for escalations, and upholding service standards for key clients.

Key Responsibilities:

Team Management and Support:

• Provide steadfast management and support to engineers stationed in Leeds, Exeter, London, and remote locations, ensuring uniform support across all sites.
• Foster consistent communication through regular updates on company progress, service status, and promptly address any concerns.
• Conduct monthly remote site meetings, bi-monthly one-on-one sessions, and quarterly team gatherings in Kidderminster.

Technical Escalation and Operational Support:

• Act as the primary escalation point for technical issues, resolving them promptly to maintain operational efficiency.
• Offer comprehensive desktop support, addressing hardware, software, and network glitches as needed.
• Ensure timely response to support requests via ticketing systems, email, and phone, ensuring swift issue resolution.

Communication, Reporting, and Documentation:

• Establish and uphold a robust communication framework through formal and ad hoc meetings.
• Provide timely updates on service metrics and develop action plans to address client concerns.
• Support reporting needs such as stock audits and prepare for scheduled or ad hoc meetings.
• Document internal procedures, maintain a knowledge base, and mitigate potential client-facing risks.
• Facilitate seamless communication channels between engineers and stakeholders to ensure operational excellence.

Key Technical Skills & Qualifications:

• Demonstrated experience in managing engineering teams with a focus on continuous improvement and quality development.
• Proficiency in organising engineer workloads and setting targets to ensure optimal performance.
• Strong background in 2nd Line Desktop Support roles, with a knack for diagnosing and resolving technical issues.
• Comprehensive understanding of computer systems, mobile devices, and tech products.
• Proficiency in Windows, MacOS, Microsoft Office, and Active Directory, with knowledge of network security and antivirus programs.
• Exceptional problem-solving and communication skills, coupled with a customer-centric approach.
• Relevant certifications such as CompTIA A+ or Microsoft Certified Professional are advantageous.
• DBS clearance and residency in the UK for the past 5 years are required.
• Flexibility for on-call support and the ability to lift moderately heavy objects are necessary.