IT Field Service Team Lead

Role: IT Field Service Team Lead
Location: Marston Green (with travel to multiple sites)
Salary: £30,000 - £35,000

Network IT are supporting a large organisation in the search for an experienced IT Field Service Team Lead to manage and develop a team of Field Service Engineers and Administrators delivering high‑quality, on‑site IT support.

This role combines hands‑on technical expertise with people leadership, resource planning, and service delivery ownership. You will act as the senior on‑site escalation point while ensuring the field team operates efficiently, meets SLAs, and provides an excellent end‑user experience.

Due to the field-based nature of this opportunity, the successful candidate will be required to hold a Full UK driving licence with flexibility to travel between sites as required.

Role Overview

As the IT Field Service Team Lead, you will be responsible for leading a team that provides deskside and on‑site technical support across multiple locations. You will balance day‑to‑day team management with technical escalation, scheduling, asset oversight, and project support activities.

The role plays a key part in maintaining stable IT operations, improving service quality, and proactively resolving recurring site-specific issues.

Key Responsibilities

• Lead, mentor, and develop a team of Field Service Engineers and Administrators.

• Conduct regular 1‑to‑1s, performance reviews, and manage training and development plans.

• Act as the primary escalation point for complex hardware, software, and local networking issues.

• Oversee engineer scheduling and site dispatch to ensure SLAs are met and travel is optimised.

• Lead or support on‑site IT projects such as office moves, laptop and mobile refreshes, and infrastructure upgrades.

• Manage and maintain accurate IT asset and inventory records, including hot‑swap equipment.

• Identify trends in repeat issues and implement proactive improvements to reduce incidents.

Essential Skills & Experience

• Strong experience in Support Desk / Field IT support environments.
  
  
  • At least 3 years’ experience in an IT Support role.
  
  
  • Minimum 1 year in a supervisory or team‑lead capacity.

• Expert knowledge of Windows 11, Microsoft 365 (Outlook, Teams), and macOS.

• Hands‑on experience supporting laptops, desktops, printers, and mobile devices (iOS / Android).

• Understanding of basic networking concepts including patching, VLANs, and Wi‑Fi troubleshooting.

• Experience using ITSM tools (e.g. ServiceNow) and remote deployment tools such as Intune.

• Strong communication skills with a customer‑first mindset and calm approach under pressure.