IT Site Supervisor - West London

Location: West London (On-site)

Salary: Competitive plus large company benefits

Hours: 9:00 am - 5:30 pm, Monday - Friday

Role Overview

To assist the Senior Operations and Management team with the day-to-day management of field and site-based IT engineers; acting as a point of escalation for issues and proactively driving efficiency and service improvements. The Site Supervisor role provides leadership to the team and plays an active part in the management and development of staff. Security clearance, or the willingness to apply for clearance, will be required for this role.

Key Responsibilities

• Manage resources to ensure adequate cover is maintained to deliver existing support requirements within the allocated cost structure
• Conduct regular visits to regional sites where engineers are based
• Encourage and support personal development and training requirements for team members
• Work closely with the Field Delivery Manager and wider Management team to review and improve performance against contractual SLAs, operating within agreed KPI parameters
• Generate management information, including daily performance reports and contribution to daily and weekly reporting
• Act as the first point of escalation, managing issues directly and escalating to line management where required
• Monitor and manage customer SLAs on a daily basis
• Proactively identify opportunities for improvement both internally and externally
• Maintain personal and professional development in line with the evolving nature of the role, participating in relevant training activities
• Undertake duties, training and/or working hours as dictated by business requirements, consistent with the level of responsibility of the role
• Check and verify overtime and expenses in line with company guidelines
• Monitor and manage the quick win process within the team
• Actively participate in disciplinary processes where required
• Manage PDRs, sickness, annual leave and training requirements in line with business objectives
• Ensure all reports operate in line with company policies and procedures
• Comply with management system policies, company policies and guidelines, and take responsibility for health and safety in the workplace
• Respond to requests for information from line management in a timely manner
• Carry out any other reasonable requests from line management
• Work overtime when required
• Maintain familiarity with organisational policies, processes and responsibilities relevant to the role
• Be familiar with customer policies and processes where applicable

Skills and Experience

• Always professional and presentable
• Full UK driving licence where required to perform the role (customer specific)
• Excellent customer-facing skills
• Ability to multitask, remain flexible and work effectively in a dynamic environment
• Proven ability to develop individuals and teams, fostering a culture of self-development
• Demonstrated experience leading teams through change while improving efficiency
• Strong communication skills, with the ability to engage effectively with engineers, managers and stakeholders
• Ability to understand detailed data and identify opportunities for improvement
• Sufficient technical knowledge to understand engineering support environments
• Strong organisational and time management skills, with the ability to manage multiple priorities and meet deadlines
• Self-motivated with the ability to work unsupervised
• Holds or is able to obtain relevant technical certifications where required
• Demonstrates CompTIA A+ qualification or equivalent knowledge and experience
• Ability to work at height and undertake varied manual handling activities