IT Field Service Team Lead

Role: IT Field Operations Manager
Location: Marston Green (On-site for Probation, Hybrid Once Passed)
Salary: £30,000 - £35,000 (depending on experience)

Network IT are supporting a large organisation in the search for an experienced IT Field Operations Manager to lead and own their client-facing IT Field Support operation. This role is responsible for managing field-based IT services, coordinating Field Engineers in reaction to tickets and client calls, and acting as the most senior technical escalation point for field incidents.
This position combines operational leadership, hands-on technical expertise, and client service ownership. You will ensure the efficient delivery of onsite support while maintaining high service standards, strong SLA performance, and excellent client relationships.
Due to the field-based nature of this role, the successful candidate must hold a full UK driving licence and be flexible to travel between sites as required.

Role Overview
As the IT Field Operations Manager, you will take end-to-end responsibility for the IT Field Support function. You will manage the day-to-day operation of field services, ensuring Field Engineers are dispatched efficiently in response to support tickets and calls, while also providing senior-level technical oversight.
You will serve as the primary escalation point for complex and high-impact issues, guiding engineers through resolution and contributing technically when required. The role plays a key part in maintaining stable client IT operations, improving field service performance, and proactively reducing recurring incidents.

Key Responsibilities

• Lead and manage the IT Field Support function, ensuring high quality onsite support for clients
• Coordinate and dispatch Field Engineers in response to tickets, incidents, and client calls, maintaining SLA performance
• Act as the senior technical escalation point, providing expert guidance and hands on support when required
• Manage, mentor, and develop the Field Engineering team, driving performance and technical standards
• Serve as a key client contact during service issues and escalations, maintaining strong working relationships
• Drive continuous improvement by identifying recurring issues, improving processes, and supporting onsite projects and asset management

• Strong background in IT Field Support or Deskside Support environments
• Proven experience managing or leading field-based IT operations or teams
• Hands-on technical experience with:
  • Windows 11, Microsoft 365 (Outlook, Teams), and macOS
  • Laptops, desktops, printers, and mobile devices (iOS/Android)
• Solid understanding of basic networking (patching, VLANs, WiFi troubleshooting)
• Experience working with ITSM tools (eg ServiceNow) and deployment tools such as Intune
• Confidence acting as a senior escalation point in a reactive, client-focused environment
• Excellent communication skills and ability to remain calm under pressure