Workshop Team Leader – Device as a Service (DaaS)
Location: Livingston – Full-time onsite
Department: Workshop/DaaS
Reporting to: DaaS Services Manager
Company Overview:
Join a leading UK-based IT solutions provider with over 35 years of experience, specializing in delivering innovative technology products and services across various sectors, including government, education, and corporate environments. The company offers a comprehensive range of solutions, from hardware and software to cybersecurity and cloud services, all designed to empower business growth and operational excellence.
Job Purpose:
As the Workshop Team Leader for DaaS, you will be instrumental in expanding and enhancing the Device as a Service offerings at our Livingston site. Your leadership will ensure that our Scottish-based team aligns with established processes and meets service excellence standards.
Key Responsibilities:
- Team Development: Lead, mentor, and manage a team of DaaS and break/fix engineers, currently comprising 2 full-time and 2 part-time staff, to deliver services that meet or exceed contracted Service Level Agreements (SLAs).
- Process Alignment: Develop the capabilities of the Livingston team in line with existing processes and procedures established at our Nottingham location.
- Pre-Sales Collaboration: Work closely with the pre-sales team to define and transition new customer services effectively.
- Quality Assurance: Ensure that all customer equipment is refurbished and configured to high standards before restocking, and that outbound orders are completed within agreed SLAs.
- Resource Management: Allocate resources to ensure adequate engineer coverage for current workloads, monitor customer stock levels, and adjust resources accordingly.
- Documentation: Maintain up-to-date process documentation in line with customer and departmental requirements.
- Asset Management: Oversee the disposal of customer equipment and records in compliance with company and quality assurance processes, ensuring accurate maintenance of customer asset registers.
- Technical Expertise: Rebuild and reimage devices using Autopilot, SCCM, or USB after repairs or refurbishments, and test and repair products, predominantly HP, Lenovo, and Microsoft devices.
- Continuous Improvement: Stay updated on manufacturers’ training courses relevant to the business and utilize modern tools such as Jira, Confluence, Miro, and Microsoft Teams.
Experience:
- Proven ability to install and replace hardware, install and configure operating systems using current industry standards, troubleshoot and solve technical problems independently, and a good understanding of PC hardware setup and configuration.
Skills:
- Ability to follow standard procedures, update internal systems with accuracy, and lead a team to ensure predefined targets are met.
Certifications:
- Lenovo and HP accreditations for working on desktops and laptops are desirable.
Personal Attributes:
- Demonstrates high emotional intelligence, attention to detail, and the ability to work independently or as part of a team.
Additional Information:
Training will be provided to enable you to become a Microsoft, HP, and Lenovo accredited engineer.
If you are a proactive leader with a passion for technology and service excellence, we invite you to apply for this exciting opportunity to drive our DaaS services forward.
