ARO is hiring a Client Sites Manager (IT) to provide day-to-day leadership and development for support teams based at customer sites. You will manage a team of 10 within our Services Team, ensuring high-quality technical support in line with our contracts. The role involves regular travel to remote sites to build relationships and maintain service standards.
What You'll Do
- Lead and manage the remote support and field teams, including people management responsibilities like 1:1s, inductions, performance management, and development.
- Deliver quality support services aligned with commercial contracts and report monthly activity.
- Conduct regular visits to remote sites to meet teams, customers, and stakeholders.
- Coach, mentor, and measure the technical ability of team members.
- Manage resource, availability, and field activity, ensuring technical development plans are in place.
- Organise team training sessions and communicate via remote platforms and face-to-face meetings.
- Work with customers and Service Delivery Managers to ensure required support levels are met.
- Monitor, measure, and report on service performance, proactively addressing target shortfalls.
- Act as the technical escalation point for remote services teams, making technical decisions and evaluating risks.
- Ensure up-to-date customer documentation exists and follow ITIL processes.
- Pursue personal development of skills and knowledge necessary for the role.
What We're Looking For
- Experience in technical customer service/IT support roles, preferably in a managed service company, focusing on wintel and desktop environments.
- Team leadership/management experience of technical teams, including coaching and mentoring.
- Escalation management experience with technical decision-making.
- Experience mentoring team members technically.
- Experience working in an IT Service Desk environment to strict deadlines with OLA and SLA measures.
- Commercial awareness and strong prioritisation and problem-solving skills.
- The ability to communicate effectively both verbally and in writing.
- Demonstrable experience working in a fast-paced environment.
- Willingness to complete an enhanced DBS check.
Nice to Have
- A relevant technical qualification (e.g., CSE, CCNS, CCS, VCP).
- Experience working with 3rd party suppliers.
- A good understanding of Windows Operating Systems (7, 8.1, 10 & 11), G-suite, 365, and AV products.
- Knowledge of ADSL, WAN, LAN, multifunction printing/scanning, Windows Server (including Server 2012R2), and FSMO roles.
- Experience with backup technologies, networking technologies, firewalls, terminal services/RDP, Hyper Exchange, Active Directory, SAN storage, Azure, 2FA/MFA, ADFS, Apple OSX, and device support.
- Experience working in a hosting environment and supporting business systems.
Technical Stack
- Windows OS, G-suite, 365, AV products, ADSL, WAN, LAN
- Multifunction printing/scanning, Windows Server, Backup technologies
- Networking technologies, Firewalls, Terminal services/RDP, Hyper Exchange
- Active Directory, SAN storage, Azure, 2FA/MFA, ADFS, Apple OSX
Team & Environment
You will manage a team of 10 as part of the Services Team within the Cloud, Cyber, and IT (CCIT) Business Unit. You’ll report to the Head of Support Services and work closely with Service Delivery and Account Managers.
Benefits & Compensation
- Salary: £37,000 - £40,690
- Company Pension Scheme and matching contributions
- Company Perks portal, Private Medical insurance, Life assurance
- 25 days holiday plus bank holidays and holiday trading
- Your Birthday off, Health Club and Wellbeing Scheme
- Aro Shares after 12 months employment
- Employee Assistance Programme
- Technical Training Academy and E-learning
Work Mode
This is a hybrid role based in Cardiff and London, requiring regular travel to remote customer sites.
ARO is an equal opportunity employer.
