Field Services Team Leader

People Source Consulting Ltd; Bridgwater; On-site; GBP 45,000 - 60,000; Full time

Job summary

A technology recruitment firm is seeking a Field Services Team Leader to lead a team delivering end-user IT services for a major public sector customer in Bristol. The ideal candidate will have proven leadership experience and be SC cleared. Responsibilities include managing team performance, ensuring SLA compliance, and maintaining high user satisfaction. This is a fixed-term contract, likely to extend.

Qualifications

• Proven leadership of on-site/field/end-user IT services teams.
• Solid understanding of end-user IT services and support operations.
• Strong organizational skills and ability to remain calm under pressure.

Responsibilities

• Lead and coach a team of 5-7 engineers.
• Manage daily operations and ensure SLA compliance.
• Drive continuous improvement through data and reporting.

Skills

Leadership

Service management mindset

Customer service

Stakeholder management

Organizational skills

Education

ITIL knowledge or accreditation

Active SC Clearance

Tools

Windows

Microsoft 365/Office

Job description

The opportunity

Field Services Team Leader

Location: Bristol (on-site with travel across the West region as required)

Contract: Fixed-term, 6 months (likely extension)

Customer: Large Public Sector organisation

Security: SC Clearance essential (current/active)

Lead a high-performing field services team delivering exceptional end-user IT services for a major public sector customer. You\'ll drive SLA attainment, service improvement, and a consistently excellent user experience while coaching a team of 5-7 engineers and collaborating closely with service managers and operational stakeholders.

What you\'ll do

• Lead & coach a team of 5-7 engineers to deliver a contractually compliant, customer-focused service.
• Run daily stand-ups to surface risks/issues early and manage them through to resolution.
• Partner with service managers & customer stakeholders to keep operations smooth and transparent.
• Use data & reporting (KPIs/SLAs, trends, performance indicators) to drive continuous improvement.
• Forecast resources & skills using demand data and key relationships; align with the Technical Resource Group (TRG) to keep capability fit for purpose.
• Collaborate across delivery with the service delivery lead, peer team leaders, and internal ops teams.
• Own escalations & complaints, coordinating the right teams and seeing issues through to closure.
• Evolve processes-propose and support changes that improve service quality and user experience.
• Ensure policy adherence to both customer and provider standards, processes, and procedures.
• Communicate with clarity-maintain high team engagement and alignment with objectives.
• Conduct regular 1:1s and attend management meetings to track performance and unblock delivery.

How success will be measured

• SLA performance and right-first-time outcomes
• Team utilisation and productivity
• User satisfaction (CSAT/NPS) and complaint reduction
• Team engagement & morale
• Vendor warranty credits achieved for device repairs

Key relationships

• Operational Delivery Managers
• Service Team Leaders (peer group)
• Technical Resource Group (TRG)
• Customer stakeholders and end users

What you\'ll bring

• Proven leadership of on-site/field/end-user IT services teams with measurable KPI/SLA delivery.
• Strong service management mindset and organisational skills; calm under pressure.
• Solid understanding of end-user IT services and support operations.
• Excellent customer service and stakeholder management skills.
• Familiarity with service management processes & tooling (training provided where needed).
• Working knowledge of Windows and Microsoft 365/Office.
• ITIL knowledge or accreditation (preferred).
• Active SC Clearance (essential).

How to apply: Send your CV and brief summary of relevant leadership, SLA achievements, and clearance status to (see below) Shortlisted candidates will be contacted quickly.

People Source Consulting Ltd is acting as an Employment Business in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.