Workforce Planning Analyst

Group Operations – Service Delivery
Location: Northwich - Hybrid working
Hours: Full time

Make an impact where people, planning and great service come together

At Air IT Group, great service starts with having the right people, with the right skills, in the right place at the right time.

We’re looking for a Workforce Planning Analyst to help us strengthen the way we plan and schedule our Service Delivery teams across the Group.

You’ll take the lead on workforce scheduling and capacity planning across our Service Desk, NOC and 24/7 operations. From building rotas and forecasting demand to identifying coverage gaps and coordinating resources across teams and locations, you’ll play an important role in helping our people deliver consistently great service to our customers.

If you’re analytical, organised and enjoy turning data into practical plans that make a real difference, we’d love to hear from you.

What you’ll be doing

You’ll work closely with our Despatch and Planning Manager and operational managers to:

• Build, maintain and publish resource schedules and shift rotas across different locations, skills and service hours, including 24/7 coverage.
• Plan resource across tickets, calls, live chat and other customer contact channels.
• Use historic workload patterns and known changes in customer requirements to create short-term capacity forecasts.
• Keep schedules accurate and up to date, factoring in approved leave, training, meetings, absence and changes to staffing.
• Spot potential gaps in skills or shift coverage and work collaboratively with managers to find practical solutions.
• Help coordinate resources across different teams and locations when additional coverage is needed.
• Maintain accurate information on FTE, working patterns, skills and availability.
• Support the development and continuous improvement of our workforce forecasting and scheduling models.
• Report on planned coverage, capacity gaps and forecast accuracy, using the insight to recommend improvements.
• Handle workforce and scheduling information responsibly and in line with our policies and information security requirements.

You’ll own our resource schedules and planned coverage, while working in partnership with operational managers, who retain responsibility for people management, technical supervision and service performance.

What we’re looking for

We’re looking for someone who can bring:

• Experience of resource scheduling, workforce planning or shift rota management within IT services, an MSP or a similar service-led environment.
• The ability to plan resources across different locations, skills and service hours, including 24/7 operations.
• Experience using workload data to create short-term forecasts and identify potential capacity or coverage gaps.
• Strong Excel skills and confidence working with scheduling tools and operational data.
• Great organisation and attention to detail.
• Clear, collaborative communication skills and confidence working with managers to agree schedules and resolve coverage challenges.

Great to have, but not essential

Experience or training in resource planning or analytics would be valuable, but we equally welcome candidates who have built their expertise through practical, hands-on experience.

Experience with ConnectWise, Power BI or workforce scheduling tools would also be useful, but we don’t expect you to tick every box.

The Benefits

Joining Air means unlocking a world of perks and opportunities, including:

Time Off & Life Balance

• 25 days Annual Leave + 1 Celebration Day
• Annual Leave Purchase Scheme
• Paid Volunteering Days
• Enhanced Family Leave

Health & Wellbeing

• Virtual GP (24/7 access for you & family)
• Employee Assistance Programme (EAP)
• Eye care vouchers
• Group Life Assurance & Income Protection

Financial & Lifestyle Perks

• Reward Gateway shopping discounts and cashback
• Stakeholder Pension Scheme
• Recognition Platform (with monetary rewards)
• Mortgage Advice Services

Optional Benefits (Opt‑In)

• EV Car Scheme
• Cycle to Work
• Technology Vouchers

Our values in action

Genuinely Care
You’ll create fair, practical schedules that consider our colleagues while supporting the commitments we make to our customers.

Work Together
You’ll collaborate across teams and locations, bringing people together to solve scheduling challenges and make the best use of the skills across our business.

Keep Being Better
You’ll use data, feedback and results to continually improve the way we forecast, plan and schedule our resources.

Think you could be a great fit?

We know that people can sometimes rule themselves out of a role if they don’t meet every requirement. If this opportunity excites you and you have relevant transferable skills or experience, we’d encourage you to apply.

We’re committed to creating an inclusive workplace where everyone can feel they belong and have the opportunity to succeed. If you need any reasonable adjustments or additional support during the recruitment process, please let our Talent team know.

Bring your experience, your ideas and your perspective, and help us keep making Air IT Group better.