Field Team Leader

Job Purpose

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.

Key Responsibilities

1. 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.

2. 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.

3. 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

4. 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.

5. 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.

6. 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