IT Team Manager

salary: £28,000-£34,000

employment type: Permanent, full time position

hours of work: Core hours are 9:00am to 5:30pm – Monday to Friday (flexible working and flexi-time policies can be requested after probation).

requirements: A full DBS check may be conducted.

managed by: Technical Director

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why resolve?

Resolve IT offers a continually outstanding customer experience. We specialise in providing IT support (both remotely and onsite) to our wide range of corporate and 3rd sector clients. We are passionate about what we do, and our services include supporting, connecting, communicating, installing, and protecting to fulfil the needs of any organisation.

We believe that Resolve is a great place to work, with lots of opportunities to grow, be challenged, and input into the business. We offer excellent training, and a chance to choose where you want your skills to grow.

Alongside that, working for us comes with some great benefits including:

· The chance to develop your skills with high quality internal and external training and Microsoft certification opportunities (with exams paid for by Resolve).

· Starting holiday allowance of 21 days (plus Bank Holidays), this will increment after two years increasing by one day per year to the maximum of 34 including bank holidays.

· Starting in 2024, we will also let you take an extra day off for your birthday (or another day if it falls on a weekend, or you’d prefer to use it on a different day!)

· Westfield Health plan available after one year’s continuous employment.

· A great company culture and fun working atmosphere with monthly team meetings, team building away-days and regular staff socials.

· Two hours within the working week away from your day-to-day work to spend time on important but not urgent tasks, which could include training and professional development.

· Excellent offices and location, easily accessible from the city centre with superb amenities and plenty of free parking.

· Opportunities to attend relevant events and support local charities.

· Fruit, fresh coffee, and basic food and refreshment supplies free to all staff every day.

· Flexible working environment and autonomy of your desk with an understanding that you know your clients best.

IT Team Manager

IT Team Manager

Resolve is looking for an experienced and highly capable Team Manager to lead and manage a support team ensuring consistent service delivery, staff development and performance against SLAs and KPIs.

We are looking for the candidate to create an engaged, high performing team culture where engineers are supported, challenged and aligned to the MSP’s values and behaviours.

Role Description:

Based in our offices, the Team Manager will be a visible and approachable leader who actively supports the team by removing blockers and setting clear expectations to deliver an outstanding customer experience.

They will set expectations and provide leadership their team helping build an engaged, high-performing culture that reflects Resolve’s values.

Responsibilities:

The Team Managers duties will be varied and fit into these main areas. The key responsibilities are included but not limited to:

Manage day to day workload allocation, queues and scheduling

Monitor SLAs, ticket volumes and backlogs; reassign and reprioritise to stay within targets.

Hold regular one-to-ones, performance reviews and personal development plans.

Provide ongoing coaching and feedback on technical skills, communication and processes,

Build a positive, collaborative team culture, reinforcing Resolve’s values and expected behaviours.

Recognise strong performance and address underperformance promptly and constructively

Handle customer escalations that cannot be resolved by engineers, ensuring clear communication and follow up.

Provide regular performance reporting and commentary to our Service Manager.

Identify and deliver process service improvements.

Support recruitment, onboarding and training of new team members

person spec

Culture is imperative to Resolve, we have values which we think matter more than anything else and help us to deliver a continually outstanding customer experience. These are: communication, excellence, responsibility, passion and innovation. We all aim to listen & understand, set high standards, take ownership, have a positive can-do attitude, spot arising or potential issues and make suggestions & implement changes.

We really are the Resolve family who work as a team and support one another daily.

skills and experience

When looking for the right person to join our team, we will be looking for someone who has:

Ideally, you will have proven experience managing a technical support team within an MSP or similar service-driven environment.

However, if you are an amazing manager and have experience leading in another environment, and are prepared to learn then we would also consider you.

Strong understanding of SLA and KPI management, including real-time queue oversight and workload balancing.

Confident user of IT Systems and tools (ideally a PSA, RMM and documentation system) with the ability to analyse ticket data, identify trends and drive performance improvements.

Demonstrated ability to coach and develop engineers of varying skill levels, both technically and non-technically.

Experienced in conducting one-to-ones, performance reviews and managing underperformance.

Excellent communication skills, especially in handling customer complaints, escalations and expectation setting.

Ability to interpret service data to inform decisions and improve team outcomes.

Strong organisational skills with the ability to prioritise, plan ahead and keep the team aligned to daily/weekly goals.

Experience contributing to process improvement, service design or internal projects.

Comfortable making decisions under pressure, especially in queue management and customer escalations.

Understanding of technical support fundamentals across T1/T2/T3, even if not performing hands-on technical work.

Experience supporting recruitment, onboarding and the growth of new engineers.

The successful candidate must also be able to demonstrate a strong understanding of our values and culture, work well both independently and with others, and be good at managing their own time. Previous management experience is essential.

desirable skills, but not essential

Resolve provides training and support to all employees, but we are looking for someone who already has experience in some of the following technologies:

Windows: Understanding of Windows 11 and Windows Server operating systems, user accounts, file management, and basic troubleshooting.
macOS: Basic knowledge of macOS user interface, system preferences, and software installations.
Microsoft Office, including Microsoft 365, Microsoft Exchange & Exchange Online
Networking:
- TCP/IP: Basic understanding of IP addressing, subnetting, and DNS
- Network Address Translation and port forwarding relating to router configuration.
- DHCP: Awareness of dynamic IP assignment in networks.
- VPNs: Understanding of VPN setup and troubleshooting for secure remote access.
- Basic Network Troubleshooting: Identifying basic connectivity issues and performing simple troubleshooting steps.
Desktops and Laptops: Knowledge of computer components and basic hardware setup.
Knowledge of backup and disaster recovery solutions, including troubleshooting.
Peripheral Devices: Familiarity with printers, scanners, and other common peripherals.
Mobile Devices: Basic understanding of smartphones and tablets.
Remote Desktop: Basic usage of remote desktop software for remote support.
Installation Procedures: Basic knowledge of installing software applications on various operating systems.
Software Updates: Awareness of updating operating systems and software.
Task Manager (Windows) and Activity Monitor (macOS): Understanding how to monitor system resources.
Event Viewer (Windows): Basic knowledge of reviewing system logs for errors.
Password Management: Understanding the importance of strong passwords.
Antivirus Software: Awareness of antivirus programs for basic system protection.
Remote Assistance: Basic familiarity with tools for providing remote support to end-users.

Microsoft or vendor qualifications such would help an application, but are not essential.

our commitment to equality & diversity

Resolve is committed and working hard towards promoting a diverse and inclusive environment. All candidates will be considered and measured solely on merit against the role requirements. We continuously monitor and review our selection criteria and procedures to ensure that all employees are selected, promoted and treated solely based on merits and abilities that are appropriate to the position.