IT Field Engineer Team Lead

Xenontech; Sydney; On-site; AUD 85,000 - 100,000; Full time

Job summary

Xenontech is seeking a Team Lead to guide a team of Field Technicians serving Sydney schools. You will drive service excellence, mentor technicians, and own escalation processes to keep on-site work moving smoothly.

As a leader you’ll help shape proactive maintenance plans, support team development, and foster strong school relationships. This role reports to the Operations Manager and offers a competitive base salary with superannuation.

Qualifications

• Leadership experience in IT field support or similar technical role.
• Certificate III or IV in IT or equivalent experience.
• Strong troubleshooting and help-first mindset.
• Experience mentoring or coaching technicians.
• Experience within NSW Department of Education or education IT sector preferred.

Responsibilities

• Technical leadership: escalation point for complex issues; sets troubleshooting standards.
• Field Team Support: coaching and check-ins; onboarding and wellbeing of technicians.
• Quality & Performance: audits tickets, tracks metrics, identifies training gaps.
• Training and Development: mentor technicians and support career progression.
• School Relationship Support: assist schools, attend meetings, lead with a help-first mindset.
• Operational Support: assist the Operations Manager with workload balancing and incident response.
• KPI and Performance Monitoring: track metrics and feed into reviews.
• Continuous Improvement: identify recurring issues and propose process improvements.
• Communication and Collaboration: uphold core values and promote a growth mindset.

Skills

Team leadership

Troubleshooting

Coaching/mentoring

Field IT support

Communication

Education

Certificate III/IV in IT

Tools

Jamf School/Jamf Pro

Microsoft Intune

Google Admin Console

Job description

Salary: $85,000 – $100,000 base + super, depending on experience

Employment Type: Full-time

Reports to: Operations Manager

Salary: $85,000 – $100,000 base + super, depending on experience

Why Xenontech?

We're a growing IT services team supporting schools across Sydney, and as Team Lead you'll set the tone for how our Field Technicians show up every day. We own our outcomes without pointing fingers so when something breaks on-site, you'll be the one driving the fix, not the blame. We bring energy that lifts the team instead of working in silos, which matters when your job is keeping a group of technicians connected and motivated across different schools. We chase feedback and get 1% better every day, so you'll be expected to coach your team the same way you'd want to be coached. And we jump in to help before anyone has to ask, exactly the instinct that makes a good escalation point a great one. If leading a team that operates this way sounds like your kind of challenge, you'll feel at home here.

Why This Role?

This is a chance to step into leadership at Xenontech, coaching a team of Field Technicians, raising the technical bar across our school sites, and having a real say in how we deliver service. You'll be the go-to person when things get technically tricky, a mentor for techs building their careers, and a driver of the standards that keep our schools running smoothly. If you like solving hard problems and helping people grow, this role gives you both.

Key Responsibilities

Technical Leadership

Primary escalation point for complex technical issues; sets troubleshooting standards and supports rollout of new tools and systems

Field Team Support

Day-to-day coaching and check-ins with Field Technicians; supports onboarding, wellbeing, and team morale

Quality & Performance

Audits technician work and service tickets, tracks performance metrics, and identifies training gaps to protect service quality

Training and Development

Partners with the Field Technician Trainer on skill building, mentoring, and career progression, supporting and guiding technicians along the way

School Relationship Support

Supports technicians with escalated school concerns, attends meetings when required, and leads with a help-first mindset

Operational Support

Assists the Operations Manager with workload balancing, performance feedback, and response to critical incidents

KPI and Performance Monitoring

Tracks technician performance and service metrics, and feeds into performance review discussions.

Continuous Improvement

Identifies recurring issues, recommends process improvements, and raises the technical bar across the team

Communication and Collaboration

This role brings our core values to life: communicating with transparency, jumping in to help before being asked, holding themselves and our technicians accountable, and championing a growth mindset by treating feedback as a tool for improvement.

What You’ll Need

• Driver's licence and full-time access to a reliable car
• Certificate III or IV in IT, or equivalent experience
• Several years of proven experience in IT field support or a similar technical role
• Team leadership or mentoring experience preferred
• Experience within the NSW Department of Education or education IT sector preferred
• Strong troubleshooting skills and a help-first mindset
• Experience developing or leading proactive maintenance planning (e.g. quarterly technology review plans) and holding a team accountable to delivering against them
• Bonus points: experience with Jamf School/Jamf Pro, Microsoft Intune, or Google Admin Console