IT Branch Specialist Manager

Solihull, UK
10 Oct 2019
26 Oct 2019
Contract Type
Full Time
BCA operates the largest used-vehicle marketplace in the UK and Europe operating in 10 countries, 60 different locations, selling 1.3 million vehicles per annum. BCA touches over 3.5m vehicles a year as it provides services along the vehicle life cycle from port to dealerships for new vehicles to refurbishment and logistics for used vehicles and the core re-marketing and auction operations.

Main Function of Job

Our Regional IT - Support Manager is responsible for managing the Regional IT - Branch Service Specialists who ensure our branches are supported and maintained to an exceptional standard.

You will display "can do" behaviours coupled with a strong technical background and be comfortable in managing and troubleshooting technical challenges in relation to our desktop, mobile, server, storage and network and cloud environments. Your role will be to technically understand, support and drive forward our technical specialism and technology disciplines.

You will ensure very high standards of support and communication are delivered from the Regional IT - Branch Service Specialists across our site branch network. Empowering the Regional Specialists in creating and maintaining detailed Branch Reports and Branch "Workbooks".

The key to success of this team will be in ensuring service tickets such as incidents, requests and problems are recorded, tracked and resolved to service level adherence in ensuring our branches and business are fully supported in their day to day activities.

Due to the nature of our regional support model, you may be required to provide IT support services to our wider branches as and where required.

Role Responsibilities

Reporting to the Head of IT Infrastructure Engineering, the Regional IT - Support Manager will provide line management support to the Regional IT - Branch Service Specialists and ensure our branches are provided with the very best IT services in driving forward our service improvement initiatives, managing risks and aligning vital IT process and procedure.

Your key responsibilities will include but are not limited to:
  • Day to day management of the Regional IT - Branch Service Specialists.
  • Drive pro-active and preventative actions throughout the team - ensuring continual service improvement is delivered.
  • Collate, create and deliver monthly reporting on Branch IT activities including highlights and lowlights.
  • Ensure monthly individual branch dashboards are being provided, discussed and improvements are implemented with your branch customers.
  • Effective management of team meetings, 121's, reviews, absence management and training needs.
  • Perform yearly appraisals and set SMART objectives to drive development and excellence within the team.
  • Escalation point relating to IT Branch Service issues.
  • To be seen as a technically competent and a safe pair of hands in the management, delivery and support of our regional branch IT service and technology.
  • The ability to technically understand, appreciate, support and drive forward our branch-based IT Infrastructure and customer service focused approach (inclusive of your primary branch, but not limited to).
  • To standardise our IT branch process and procedure, and to ensure single points of failure are identified and managed appropriately.
  • To monitor and manage our branch-based services including service requests, incidents, problems and changes.
  • To be seen as a key branch service advocate in driving our IT efficiency and effectiveness improvement programmes through to resolution.
  • To be flexible in supporting our business needs outside the standard business working week, this may include evenings, weekends and bank holiday working.
  • To support our branch controls, documentation and workloads alongside the Head of IT Infrastructure Engineering ensuring branch needs are always managed effectively.
  • Produce service improvement plans, monthly service status reports and attend regular service review meetings with our branch and IT service desk teams.

Role Experience
  • Previous line management experience.
  • Microsoft windows server and desktop imaging, support and administration.
  • Experience in managing IT service, support, and project delivery initiatives.
  • Experience in VIP / Senior management support, education and training.
  • Sound understanding of Active Directory and Group Policy configuration.
  • Hands on network experience of LAN/WAN, wireless networks, switches, routers and security technologies such as firewalls.
  • Mobile technology support of devices such as apple, android and Microsoft platforms.

Required Competencies
  • Strong team leadership skills.
  • Excellent written, verbal communication and presentation skills.
  • A self-motivated, engaging and customer-facing branch service specialist who is able to build effective customer and supplier relationships.
  • Ability to work effectively within teams or as an individual contributor.
  • Self-motivated, organised, dependable and trustworthy with a genuine 'Can Do' attitude
  • Be prepared to travel to our business locations as and where required and provide out of hours support where required.

Desirable Skills
  • Previous line management experience.
  • ITIL Service Operation qualified.
  • Microsoft MCP, MCSE (Desktop and Server) qualified.
  • Network qualifications such as CompTIA Network + and CCNA.
  • Ability to mentor others and foster strong working relationships.
  • Experience of standard supplier management practices and driving contractual adherence in order to deliver service and value.

Working Hours

Monday to Friday 9.00am - 5.30pm

Working for BCA you will receive;

Benefits include a minimum of 31 days' holiday Inc. Bank Holidays

Company pension scheme

Company vehicle

Internal promotion as much as possible

Excellent Learning & Development training options

Free parking onsite

Cycle to work scheme

Reward scheme that offers online and high street discounts

If you're looking for a career that has great teamwork, training, rewards, long-term scope and is going places - apply now!

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