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For Companies At a Glance
- Tasks: Lead and manage remote IT support teams across multiple sites.
- Company: Join Aro, a leading UK IT and communication expert with 25 years of experience.
- Benefits: Enjoy hybrid working, private medical insurance, and 25 days holiday plus your birthday off!
- Why this job: Be part of a fun, collaborative culture that values employee feedback and growth.
- Qualifications: Experience in IT support and team leadership is essential; technical qualifications are a plus.
- Other info: Regular travel required; must have own transport.
The predicted salary is between 31000 - 36000 £ per year.
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 & field teams
- Deliver quality support services in line with the commercials and the contract
- Report monthly activity to the Head of Support
- People Management responsibilities including 1:1s, inductions, performance management, training and development
- Flag risks and issues relating to remote teams, including the appropriate recording of H&S risks and issues
- Regular visits to remote sites to meet the teams/Team Leaders/customers/stakeholders as required to develop and maintain relationships
- Coach and mentor teams
- Measure the technical ability of team members with assistance from HR and department heads
- Manage resource, availability and field activity
- Ensure technical development plans are in place for team members
- Hold and organise team training sessions to encourage these behaviours and attitudes in the team
- Communicate wit the team via remote online platforms and face to face e.g. huddles, team meetings
- Work with customers and SDMs to ensure that we are providing the required level of support
- Measure, 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 met
- Act as a technical lead escalation point for remote services teams, with an ability to undertake technical decision making and risk/issue evaluation
- Ensure up to date documentation exists for all customers
- Follow ITIL processes
- Pursue 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 environment
- Team leadership /Management experience of technical teams, including coaching and mentoring
- Escalation management including technical decision making
- Mentoring team members in a technical capacity
- Experience of working in an IT Service Desk environment to strict deadlines with OLA and SLA measures
- Commercial awareness
- Strong prioritisation problem solving skills
- The ability to communicate effectively both verbally and in writing
- Demonstrable experience of working in a fast paced environment
- A relevant Technical qualification is désirable (e.g. CSE, CCNS, CCS, VCP)
- Working with 3rd party suppliers
- Happy and willing to complete an enhanced DBS check
Desirable:
- A good understanding Windows Operating systems (7, 8.1 10 & 11)
- G-suite
- 365
- AV products
- ADSL, WAN, LAN
- Multifunctioning printing/scanning
- Windows server operating systems including server 2012R2
- FSMO roles
- Backup technologies
- Knowledge 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 support
- Experience in working in a hosting environment
- Experience 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 contributions
- Company Perks portal
- Private Medical insurance
- Life assurance
- 25 days holiday plus bank holidays plus holiday trading
- Your Birthday off, on us!
- Health Club and Wellbeing Scheme
- Aro Shares after 12 months employment
- Employee Assistance Programme
- Technical Training Academy and E-learning
- Hybrid working
If even 80% of this matches your experience and attributes, we would be delighted to hear from you.
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Multi-Site IT Manager employer: ARO Technology
Contact Detail:
ARO Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Multi-Site IT Manager
✨Tip Number 1
Familiarise yourself with ITIL processes, as this role requires adherence to these standards. Understanding how ITIL frameworks operate will not only help you in interviews but also demonstrate your commitment to quality service delivery.
✨Tip Number 2
Highlight your experience in team leadership and mentoring during conversations. Be prepared to discuss specific examples of how you've developed technical teams and improved performance, as this is a key aspect of the role.
✨Tip Number 3
Since the role involves regular travel, be ready to discuss your flexibility and past experiences managing remote teams. Share how you’ve maintained strong communication and relationships with teams across different locations.
✨Tip Number 4
Stay updated on the latest technologies relevant to the role, such as Windows operating systems and networking technologies. Showing your enthusiasm for continuous learning can set you apart from other candidates.
We think you need these skills to ace Multi-Site IT Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical customer service and team leadership. Use specific examples that demonstrate your ability to manage remote teams and deliver quality support services.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your experience with IT support roles and how it aligns with the responsibilities of the Multi-Site IT Manager position.
Highlight Relevant Skills: Emphasise your skills in escalation management, problem-solving, and effective communication. These are crucial for the role, so provide examples of how you've successfully applied these skills in previous positions.
Showcase Your Technical Knowledge: Include any relevant technical qualifications and experience with Windows operating systems, networking technologies, and ITIL processes. This will demonstrate your capability to lead technical teams effectively.
How to prepare for a job interview at ARO Technology
✨Showcase Your Leadership Skills
As a Multi-Site IT Manager, you'll be leading teams across various locations. Be prepared to discuss your previous experiences in team leadership, coaching, and mentoring. Share specific examples of how you've successfully managed technical teams and resolved conflicts.
✨Demonstrate Technical Knowledge
Familiarise yourself with the technologies mentioned in the job description, such as Windows operating systems, networking technologies, and ITIL processes. Be ready to answer technical questions and provide insights on how you would handle specific scenarios related to these technologies.
✨Emphasise Communication Skills
Effective communication is key in this role, especially when managing remote teams. Prepare to discuss how you communicate with your team and stakeholders, both in person and through online platforms. Highlight any experience you have in maintaining relationships with clients and team members.
✨Prepare for Travel Discussions
Since this role involves regular travel, be ready to discuss your flexibility and willingness to commute to different sites. You might want to mention any previous experiences you have had with travel in your work and how you managed your time effectively while on the road.
