IT Support Team Lead

• Location: Birmingham office, 3 days per week
• Working Pattern: Field-based with travel to client sites and regional offices as required

We are supporting a leading technology services provider in the search for a Managed IT Field Team Leader to lead and coordinate a team of field-based IT engineers delivering high-quality onsite support across a diverse client base.

This is a hands‑on leadership role, combining team management, technical escalation, service improvement, client engagement, and operational delivery. The successful candidate will ensure onsite IT support is delivered consistently, professionally, and in line with agreed SLAs, health and safety standards, and customer expectations.

You will act as a player‑manager, supporting the day‑to‑day performance of the Field Engineering team while remaining technically involved where needed across escalations, site visits, installations, migrations, device rollouts, and break/fix support.

• Lead, support, and motivate a team of Field Engineers delivering 2nd and 3rd line onsite IT support.
• Manage team scheduling, shift patterns, resource planning, and workload allocation.
• Act as the primary escalation point for complex, sensitive, or business‑critical onsite issues.
• Conduct regular 1:1s, performance reviews, coaching sessions, and development planning.
• Promote a positive, accountable, customer‑focused team culture.
• Support the continued development of engineering capability across the team.

• Ensure all field work is completed to a high technical and professional standard.
• Monitor service performance against SLAs, ticket response times, resolution times, and customer satisfaction metrics.
• Work closely with the Service Desk, Cloud, Infrastructure, and wider technical teams to ensure joined‑up support across customer environments.
• Identify opportunities to improve processes, reduce reactive demand, and increase operational efficiency.
• Maintain high standards of documentation, ticket updates, asset records, and technical handovers.

• Build strong working relationships with key client contacts.
• Act as a trusted technical advisor during site visits, escalations, projects, and service reviews.
• Represent the business professionally across customer sites and regional offices.
• Gather client feedback and contribute to continual service improvement activity.
• Support customer satisfaction through clear communication, ownership, and effective issue resolution.
• Proven experience in a field‑based IT support, infrastructure support, or technical engineering role.
• Previous experience leading, supervising, or coordinating a technical support team.
• Experience working in a managed service, customer‑facing, or multi‑client environment.
• Strong knowledge of Windows operating systems, desktop hardware, printers, networking fundamentals, server infrastructure, and Microsoft 365.
• Strong organisational, scheduling, and workload management skills.
• Excellent communication skills with the ability to engage technical and non‑technical stakeholders.
• Confident acting as an escalation point for technical and customer‑facing issues.
• Full UK driving licence and willingness to travel to customer sites as required.

The successful candidate should have strong working knowledge across several of the following areas:

• Windows desktop and laptop support
• Microsoft 365 administration and troubleshooting
• Endpoint management and Microsoft Intune
• Desktop hardware, printers, and peripherals
• Networking fundamentals including TCP/IP, DNS, DHCP, LAN/WAN, and Wi‑Fi
• Server infrastructure basics
• Device imaging and build processes
• Break/fix support
• Hardware rollouts and migration activity
• Asset management and documentation
• Security and compliance best practice

This is an excellent opportunity for an experienced IT Field Engineer, Senior Field Engineer, Field Services Lead, or Technical Team Leader to step into a visible leadership role within a growing Cloud and Managed IT function.

The role offers a blend of technical delivery, people leadership, customer engagement, and service improvement, ideal for someone who enjoys being close to the technology while also driving team performance and service quality.