Job Description

As the Digital Field User Support Services Lead, you will be responsible for leading and developing our Field User Support Services department, supporting NSTs and other end users at our Hub sites across the London and Reading region. This role is an evolution of the current Digital Drop-In Clinics and will drive the continuous improvement of the service while aligning with our long-term digital vision.



You will oversee a team that is passionate about delivering exceptional customer service, with a strong focus on operational performance, IT incident resolution, and service request fulfilment. This is a hybrid role, with regular travel to Hub sites for on-site checks, stakeholder engagement, audits, and one-to-ones. A car allowance will be provided for travel.

What you'll be doing as the Digital Field User Support Services Lead:

Lead and manage a multi-functional Field User Support Services team providing on-site and remote support.
+ Monitor and deliver against agreed service levels for the department.
+ Drive team development through regular 1:1s, coaching, and training plans.
+ Maintain and manage shift allocation to ensure effective coverage.
+ Oversee incident and escalation management through to resolution.
+ Develop and implement Service Improvement Plans and follow through on actions.
+ Continuously identify and implement improvement opportunities within the service.
+ Review and ensure the quality of technical support documentation.
+ Support seamless transition of new digital projects into business-as-usual operations.
+ Investigate recurring problems, contributing to long-term fixes and process improvement.
+ Advocate and apply best practice methodologies, tools, and frameworks.
+ Engage key stakeholders and participate in incident, problem, and change management processes.

Primary capabilities of the Digital IT Hub Team Lead:

Lead and establish a new, efficient field support service at Hub sites.
+ Support New Starter/Movers IT inductions and handovers.
+ Manage stakeholder expectations across Clean and Waste teams.
+ Collaborate with Knowledge Management and Resolver Teams to enhance documentation and process efficiency.
+ Work closely with the wider User Services Management Team on training and support.
+ Support the device and software lifecycle for end-user services.
+ Participate in Digital Drop-In Clinics as needed.
+ Engage Digital User Champions to promote a shift-left support model.

Base location - Hybrid - Reading, Clearwater Court

Full Time - 36 hours per week

What you should bring to the role:

Essential Experience:

Proven leadership in managing IT support or field engineering teams.
+ Strong background in delivering high levels of customer service.
+ Experience in a fast-paced IT support environment with the ability to multitask.
+ Stakeholder engagement and the ability to convey technical information to non-technical audiences.
+ Track record of driving service improvements and operational excellence.
+ Experience supporting Windows 10, Office365, Intune, and SCCM environments.

Essential Skills & Qualifications:

Strong people management and coaching skills.
+ Excellent written and verbal communication skills in English.
+ Outstanding organisational and time management abilities.
+ Self-motivated with the ability to work independently and within a team.
+ Adaptability to changing technologies and service requirements.
+ Professional qualifications desirable (e.g., ITIL).
+ Understanding of IT security processes.
+ Working knowledge of ServiceNow is a bonus but not essential.

Desirable Experience:

Experience managing or contributing to IT support at multiple field locations.
+ Participation in digital transformation or service improvement programmes.
+ Familiarity with hybrid work support models and digital user engagement.

Desirable Technical Skills & Qualifications:

ITIL certification or similar service management qualification.
+ Experience supporting end-user hardware lifecycle management.
+ Understanding of knowledge management processes and documentation standards.

What's in it for you?

Competitive salary up to 60,000 per annum, depending on experience. Annual Leave - 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays) Performance-related pay plan directly linked to both company and individual performance measures and targets. Generous Pension Scheme through AON. Access to lots of benefits to help you take care of yourself and your family's health and wellbeing, and your finances - from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?

We're the UK's largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It's a big job and we've got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our

purpose and values

Working at Thames Wate

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Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you'll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.



Whether you're interested in a role in one of our call centres or science labs, we're looking for people like you with real passion and a burning desire to make things better.



So, if you're looking for a sustainable and successful career where you can make a daily difference to millions of people's lives while helping to protect the world of water for future generations, we'll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.



Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.



Our overarching aim is to ensure that Thames Water is great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, we're here to help and support.



When a crisis happens, we all rally around to support our customers. As part of Team Thames, you'll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It's also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.