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Technical Services Field Lead KMH/CN/77

Keepmoat Homes is a fast growing top 10 UK housebuilder. We design and build quality homes and create places where people want to live.

Our investment and participation helps transform communities and improves the lives of local people. We have a national presence combined with local knowledge and expertise in all aspects of housing – from finance, design and planning, to developing and building. Our comprehensive skills and capabilities give us a wider perspective across the whole housing lifecycle and we create lower risk ways of building homes people need.

For more than 90 years our work has been absolutely visible to local communities so being part of the community is in our DNA. We hire local suppliers and tradespeople and work with local communities to make sure that our plans meet their needs.

Job description

Main purpose of the job

The Technical Services Field Lead is a key member of the operational IT & Digital leadership team and should be a strong, technically capable and service focused individual. The “face” of IT at the Keepmoat Head and Regional office will be responsible for the provisioning of hardware and asset management of the organisation; including all Joiners, ensuring they have all the relevant technology on day one of their start date. 

This role has direct management responsibility for the field services function, so should therefore be capable of leading, managing and developing a team of engineers appropriately, to ensure a timely and quality response to all business requests, incidents and problems that arise through the service delivery function are managed appropriately. Where the support of third-party partners and vendors, is required it is expected that the Technical Services Field Lead will effectively manage these relationships and engagements. 

Key Accountabilities

  • Digital technology is important to our business. The Technical Services Field Lead will therefore be highly capable of delivering, operating, supporting and maintaining all aspects of technology in use within Keepmoat Homes. This includes but is not limited to: Desktop & Server computing (Inc. Operating Systems and Applications), Data Networking (LAN & WAN), Mobile Devices & Tablets (iOS & Android), Digital Signage & Interactive Displays, IP Telephony, Storage infrastructure and cloud services.
  • Our business can be fast paced and dynamic. The Technical Services Field Lead will therefore be flexible, adaptable, organised and able to communicate clearly and effectively with colleagues and 3rd parties at all levels. The ability to remain focused and deliver high quality results consistently is essential.
  • We rely on trusted partners and suppliers to help deliver our services. The Technical Services Field Lead will therefore work closely with and be comfortable managing and co-ordinating resources from third party partners, service providers and vendors, to ensure the smooth and timely delivery and support of technology products and services into our business.
  • A high quality of service is what we aim to deliver consistently. The Technical Services Field Lead will therefore model this appropriately and ensure that both they and their team maintain productive working relationships with all members of the central and regional support teams, acting as trusted, confident and effective experts in their domain, and taking ownership of key issues through to resolution.
  • We are one strong team. The Technical Services Field Lead will therefore be a solid team player, offering support, guidance, and advice to others within the business, including users, vendors and within the IT function itself, to help make us stronger and better at what we do.
  • We are people, people. We are an engaging IT team who do not hide behind a screen or the mobile phone, so it is imperative that the Technical Services Field Lead is competent with discussing current issues and presenting future initiatives with the business and vendors appropriately. We also know that we do not get a second chance to make a first impression so delivery of IT solution into the business correctly the first time is imperative.
  • We are a dynamic function. We deliver several projects, and initiatives into the business, so it is imperative that the Technical Services Field Lead is able to multi-task and undertake several pieces of work, either directly or via their team, at any point in time.
  • We celebrate innovation. We are constantly evolving our IT strategy to align the technology to the business requirements, the Technical Services Field Lead is expected to work with the business and vendors to suggest and deliver offerings which bring efficiencies to the organisation.

People Management Responsibilities

  • To lead and build a motivated and engaged team  
  • To recruit the right talent into the business
  • To work alongside the team / business to manage the teams’ diaries, ensuring they are working in the an efficient way that delivers value to the Keepmoat business.
  • To develop your team members by enabling and motivating them to be the best that they can, building a strong talent pipeline to support the growth of the Business, completing Talent Mapping and Succession Planning bi-annually ahead of the mid-year and year-end Performance Development Reviews and discussing the outputs in these meetings
  • To undertake bi-annual Performance Development Reviews with your team members and effectively managing any concerns that arise relating to these and to support team members Personal Development Plans
  • To address confidently and competently performance, behavioural and absence issues in a supportive manner and taking the necessary actions to improve these while ensuring team members understand their personal responsibilities in these areas

HS&S Responsibilities

To take care of your own health and safety and that of others who may be affected by your work and adhere to the Keepmoat Health, Safety and Sustainability standards. 

Skills, knowledge & experience

Essential:

  • Exceptional problem solver with distinct leadership qualities; with a genuine passion for technology and delivering exceptional service.
  • Managing and deploying assets for new joiners and reclaiming / refurbishing equipment for leavers.
  • Excels at managing office-based users up to C’ level.
  • Mastery of asset management, including recording allocation based on personas.
  • Proactive; willing to challenge “the norm” and actively identify and act upon opportunities for improvement.
  • Confident and capable of learning new technologies and principles as required.
  • Act as a positive role model and leader for your team; supporting and developing your staff in line with the Keepmoat culture and values.
  • A first-class knowledge of infrastructure, applications, and networking technologies, particularly deployment technologies, with the ability to deploy, configure and troubleshoot effectively.
  • A sound knowledge and hands on experience of Microsoft products and technologies, including cloud hosted.
  • Able to commute to Doncaster daily, as this is a fully, office-based role. 

Desirable:

  • A strong background in operational support and/or service delivery
  • Any previous leadership experience involving engineering and technical support staff
  • A strong technology background; ideally someone who has “risen through the ranks” of desktop (or field) support/engineering 
  • A strong knowledge of service delivery frameworks and standards e.g. ITIL
  • Extensive experience with Microsoft Operating Systems and Applications
  • Extensive experience with server, storage and security technologies
  • Demonstrable experience with the delivery and support of cloud Services (IaaS, PaaS, SaaS)

Education & qualifications

Essential:

  • N/A

Desirable:

  • N/A

 

Why work for us?

At Keepmoat Homes we pride ourselves on being a great place to work. As the market leader in our industry we want to ensure that we attract, motivate and retain the best people who can deliver the best service for our customers.

  • Competitive rates of pay – We regularly check our pay against our competitors to make sure they reflect our position as market leader. We also review our pay every year.
  • Bonus Scheme – Our annual bonus scheme is linked to team and company performance.
  • Special offers for staff – We run a range of offers and discounts exclusively for our employees including holidays, health club memberships and days out.
  • Trust – We encourage you to come up with ideas and get the most out of your job with us.
  • Development – we offer genuine development opportunities to progress your career.

Our values

Our values are the foundation for our vision, the cornerstone of our culture and the benchmark for our achievement.

  • Straightforward - We get the job done in the most efficient and effective way. We are friendly, open and honest. It’s about being respectful and working in a transparent and honest way.
  • Collaborative - We work together in partnership to deliver the very best customer experience. Partnership working is key to our business. We work collaboratively to deliver the best results possible.
  • Passionate -  We care about what we do. We put pride and energy into delivering results. It’s important to us to do a good job.
  • Creative - We are proactive, flexible and resourceful. We listen, learn and deliver solutions. We don’t offer a one size fits all solution; we are flexible and will tailor our services to our customers’ needs.

Reference: KMH/CN/77
Hours: 37.5 hours per week, Monday to Friday
Location: Doncaster, DN4 5PL
Employer: Keepmoat Homes, Central Services
Job type: Full Time, Permanent
Closing date: 31/12/2022



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