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 and 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.