Field Services Team Leader

Experis; Gloucester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading IT services company in the UK is seeking a Field Services Team Leader to lead a team of engineers in delivering exceptional end-user IT services. You'll ensure SLA attainment and service improvement while managing relationships with key stakeholders. The ideal candidate has proven leadership experience in IT services and holds active SC Clearance. This role requires a strong service management mindset and excellent communication skills.

Qualifications

• 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.
• Active SC Clearance (essential).

Responsibilities

• Lead & coach a team of 5-7 engineers for customer-focused service.
• Use data & reporting to drive continuous improvement.
• Manage escalations & complaints to closure.

Skills

Leadership of IT services teams

Service management mindset

Customer service skills

Stakeholder management

ITIL knowledge or accreditation

Familiarity with Windows and Microsoft 365/Office

Job description

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)

The opportunity

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 (url removed). 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.