Field Team Leader

The IT Field Team Leader is responsible for leading, coordinating, and supporting a regional team of field engineers to deliver high-quality, client-centric IT services. This role ensures technical excellence, SLA compliance, efficient scheduling, and strong client engagement, while upholding operational standards across all field operations. The position blends hands-on technical involvement, people management, and service delivery leadership. Field Team Leadership & Coordination Lead and manage a team of 5–8 field technicians across designated service regions. Oversee daily scheduling, routing, and resource allocation to ensure optimal service coverage and efficiency. Conduct regular team meetings, one-on-one sessions, and performance evaluations. Foster a culture of accountability, collaboration, and continuous improvement. Liaise with the National Field Team Manager to report on team performance, challenges, and development initiatives. Service Delivery & SLA Management Ensure all field service activities consistently meet or exceed SLA response and resolution targets. Monitor team productivity, utilization, and service quality metrics. Maintain accurate documentation of site visits, incidents, and client interactions. Manage escalations to ensure timely resolution of critical client issues. Technical Support & Escalations Serve as a senior escalation point for complex technical issues. Provide hands-on support during infrastructure deployments, troubleshooting, and client onboarding. Lead or support project delivery initiatives, including:Network and firewall implementations Server installations and cloud migrations VoIP and endpoint rollouts IT infrastructure audits and site readiness assessments Client Relationship Management Build and maintain strong client relationships through proactive communication and consistent service delivery. Collaborate with clients to resolve escalations, address service concerns, and identify improvement opportunities. Recommend relevant technical solutions and upgrades to enhance client environments. Operational Management Manage field inventory, tools, and vehicles assigned to the team. Support HR-related processes including leave management, performance reviews, and disciplinary procedures. Ensure adherence to health and safety policies during all field operations. Coordinate with Service Desk, Implementations, and Reactive teams to ensure seamless service execution. Skills Development & Team Growth Mentor and coach field technicians to enhance technical capabilities and professionalism. Ensure all team members maintain valid certifications aligned with their technology stack. Participate in personal and team development initiatives aligned with the Workforce Skills Plan (WSP). Qualifications & Experience Matric (Grade 12) or equivalent. 3–5 years of experience in IT field services or managed services, with at least 2 years in a leadership role. Strong technical knowledge across Microsoft technologies, hardware, networking, and general IT infrastructure. Solid organizational and time management skills. Understanding of MSP service delivery models and SLA frameworks. ITIL Foundation certification (preferred). Relevant technical certifications (e.g., Microsoft, CompTIA). Sophos XG Engineer certification (advantageous). Key Performance Indicators (KPIs) SLA Compliance & Client Satisfaction : ≥95% adherence to SLA targets; average client rating ≥4.5/5. Team Productivity : ≥75% utilization through effective scheduling and coverage. First-Time Fix Rate : ≥80% of service calls resolved on the first visit. Upselling & Service Improvement : Influence or generate ≥R100,000 in annual upsell/cross-sell value. Skills Development : Complete one industry certification annually; ensure team certifications remain current. Working Conditions Field-based role with regional travel and occasional office attendance. Flexible working hours to accommodate client needs and team coordination. After-hours availability required for critical escalations and emergency callouts. Regular travel within the assigned service region. Reports to the National Field Team Manager and other senior stakeholders. Physical Requirements Valid South African driver’s licence. South African ID or valid international passport with work permit. Reliable, roadworthy vehicle. Proficiency in English (spoken and written). Reports to Field Team Manager #J-18808-Ljbffr