Field Service Team Leader

Job Summary

The Team Leader for Field Services Engineering is responsible for overseeing the day-to-day operations of a regional team of Field Engineers across the Southeast and South Coast of England. This role ensures compliance with company processes, procedures, and contractual commitments while maintaining exceptional customer service. Additionally, the Team Leader will diagnose and repair technical issues on various IT equipment and provide hardware and software support for projects and installations.

Key Responsibilities

• Build and maintain strong professional relationships with internal and external stakeholders.
• Ensure adherence to processes, procedures, and contractual obligations while maintaining service quality.
• Provide support services for a broad range of IT equipment, including servers, storage, data centre hardware, PCs, laptops, tablets, printers, peripherals, and point-of-sale systems across the UK.
• Conduct on-site installations and troubleshoot software and hardware issues.
• Obtain and maintain vendor certifications as required.
• Follow documented procedures (both company and client-supplied) and contribute to continuous improvement.
• Always adhere to safety and electrostatic discharge (ESD) precautions.
• Complete all necessary documentation and provide timely, high-quality updates for each site visit.
• Participate in an on-call rotation, covering mornings, evenings, and weekends (with applicable allowances).
• Support broader teams within the Integrated Technology Solutions department.
• Demonstrate flexibility for overtime when necessary to meet client contractual requirements (overtime rates apply).
• Regularly assess available resources to ensure they meet service level agreements.
• Act as an escalation point, providing guidance to ensure timely issue resolution.
• Note: Responsibilities may evolve based on business needs.

Management Responsibilities

• Recruit, develop, inspire, and retain top talent, positioning the company as a great place to work.
• Promote processes, procedures, and tools to uphold high operational standards.
• Lead and mentor team members, fostering continuous growth and customer satisfaction.
• Conduct regular one-on-one meetings to monitor performance, support development, and follow co-worker lifecycle processes in line with company guidance.
• Collaborate with other Team Leaders and management as needed.

Qualifications, Skills & Experience

• Proven experience leading teams in an IT service delivery environment.
• Hands-on experience working in data centres on server, storage, and network equipment.
• Relevant and up-to-date vendor certifications (e.g., Dell, Lenovo, IBM, HP) in server and data centre hardware, as well as PCs, laptops, tablets, and printers.
• Strong proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Knowledge of ITIL methodologies and best practices.
• Excellent verbal and written communication skills.
• Full UK driving license.
• Ability to obtain UK security clearances such as SC and NPPV3 as required.

Essential Attributes

• Ability to work independently and as part of a unified team.
• Strong attention to detail and a quality-focused approach.
• Analytical and methodical mindset.
• Results-driven with a proven ability to achieve and exceed goals.
• Physical capability to handle IT equipment and work in confined spaces.
• Exceptional organizational skills with the ability to prioritize tasks and manage multiple responsibilities.
• A passion for leadership, fostering team growth, and driving continuous improvement.