IT Team Manager

salary: £28,000-£34,000

employment type: Permanent, full time position

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

requirements: A full BPSS check may be conducted. A full UK driving license and car is also required.

managed by: Managing Director

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why resolve?

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 certification opportunities (with exams paid for by Resolve), as well as dedicated time within work hours for training and study.
  • Starting holiday allowance of 21 days (plus bank holidays), this will increment after 2 years increasing by 1 day per year to the maximum of 34 including bank holidays.
  • Celebrate your birthday with an extra days holiday!
  • Medicash Health plan available after successful completion of probation.
  • A great company culture and fun working atmosphere with monthly team meetings, team building away days and regular staff socials.
  • 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 appreciation and onus that you know your clients best.

IT Team Manager

Resolve is looking for an experienced and highly capable IT 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 someone to create an engaged, high performing team culture where engineers are supported, challenged and aligned to the MSP’s values and behaviours.

Photo of two staff members looking at a laptop together

role description

Based in our offices, the IT 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 to their team helping build an engaged, high-performing culture that reflects Resolve’s values.

responsibilities

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

  • Managing day to day workload allocation, queues and scheduling
  • Monitoring SLAs, ticket volumes and backlogs; reassigning and reprioritising to stay within targets
  • Holding regular one-to-ones, performance reviews and personal development plans
  • Providing ongoing coaching and feedback on technical skills, communication and processes
  • Building a positive, collaborative team culture, reinforcing Resolve’s values and expected behaviours
  • Recognising strong performance and addressing underperformance promptly and constructively
  • Handling customer escalations that cannot be resolved by engineers, ensuring clear communication and follow up
  • Providing regular performance reporting and commentary to our Service Manager
  • Identifying and delivering process service improvements
  • Supporting 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 and understand, set high standards, take ownership, have a positive can-do attitude, spot arising or potential issues, make suggestions and implement changes.

We are one team and we work together to support one another daily.

Two staff looking at a laptop together

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.

Photograph of a group of team members stood at the bottom of the stairs looking happy.

download the pdf

IT Team Manager Job Description

let’s get the ball rolling

Fill in the form or use the contact details below and we’ll get our expert team to put together a package that’s personal to your business.

hello@resolve.co.uk
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