Field Services Team Leader
As a Field Services Team Leader, you will play a key role in our service delivery and continuous improvement and be one of the faces of ICT, so professional appearance and conduct is of the highest importance along with the confidence to interact with all levels of staff. Working closely with the Head of Field Services, ICT colleagues and business users you will ensure that all work is completed to the highest standards and within the agreed SLA targets and drive a continuous service improvement plan.
You should have a good understanding of Windows operating systems from Win7 through to Win10 as well as a good awareness of the Microsoft 365 stack and Active directory. You must be able to translate technical knowledge and fixes into easy-to-understand business language. Experience of leading a team of technical staff is essential.
Knowledge of corporate standard hardware, PC’s, Laptops, Tablets, etc. as well as mobile telephony are a must and experience with Multi-Function Printing (MFD) and its associated software is an advantage.
The team undertake office moves and fit outs/shutdowns, so a willingness to ‘get your hands dirty’ is important and the ability to think on your feet and manage a heavy workload are important.
Knowledge of networks and infrastructure hardware, configuration and fault finding would be advantageous.
The Agilisys Field Services Team sit within the groups Managed Services division and are the ‘face of I.T.’ to the business user community. Working closely with senior Managed Services staff, ICT colleagues and business users you will ensure that all work is completed to the highest standards and within the agreed SLA targets.
The Field Services Team Leader must have a flexible approach to work and workloads, have excellent inter-personal skills and the ability handle work pressures. They must be experienced in leading technical staff and familiar with ITL best practices.
As a key role within the IT Shared Services area, the key responsibilities are:
Experience of leading technical teams.
Experience of creating and maintaining procedural documentation.
Hardware support (laptops, desktops, tablets, docking stations / port replicators, printers and MFD’s).
Supporting of Windows 7 – 10, Active Directory, Antivirus, SCCM, InTune, Microsoft 365 and all its associated elements.
Troubleshooting of Corporate networks and Infrastructure.
Experience of supporting a wide range of desktop applications within a corporate environment and their interaction with ICT systems.
Install replacement components within Desktops & Laptops.
Use of windows deployment technologies.
Proven ability in desktop and application support.
Good understanding of corporate networks and firewalls (no administration required but an understanding of how these impact field support areas).
Supporting a wide range of staff levels and ICT competencies.
Asset Management & Redundant IT Equipment processes.
Experience with disk encryption software.
Exceptional customer service skills’
Ability to manage a fast paced, diverse set of requirements daily.
Excellent all-round written and oral communication skills.
Excellent problem-solving skills and the ability to drive on-time delivery of tasks.
Qualified to at least ITIL V4 Foundation level with the appropriate certificate is an advantage, but ITIL V3 Foundation is mandatory.
What’s in it for you?
We’re based across the UK operating out of various customer sites, with London being our company headquarters. We offer flexible working and a great corporate benefits scheme:
Access to Unmind for Wellbeing
Being an Employee Owner as part of the Employee Benefits Trust
25 days annual leave (with the option to buy more)
Access to exclusive discounts and offers with a variety of retail providers through Agilisys “Perks at Work” scheme
Agilisys is an equal opportunities employer, seeking to employ a workforce that reflects and incorporates the talents of our diverse community.
We are committed to building a culture that recognises the value of diversity among our people, and where everyone feels included and valued irrespective and indeed because of their differences. We endeavor to ensure that everyone is treated with fairness, dignity, and respect and that they can perform at their very best.
We are a member of the Digital Inclusion Charter – a public commitment by digital organisations to help more people go digital. In addition, we are a signatory of the Tech Talent Charter, which means that we have made a number of pledges in relation to our approach to recruitment and retention. Our unique employee-owned status also allows our employees to have greater engagement and ownership in ensuring Agilisys is an inclusive organisation.