Nostra is a leading Managed Service Provider (MSP) in Ireland, dedicated to delivering advanced IT solutions that enable businesses to build reliable, secure, and scalable IT foundations. With a commitment to continuous improvement, we serve a diverse range of industries, providing exceptional services that empower our clients to focus on their core business goals.

The Field Service Team Lead is responsible for the leadership, development, and operational effectiveness of Nostra’s Field Service Engineers based out of our Dublin office. This role is pivotal in ensuring the highest levels of customer satisfaction, fostering strong team spirit, and driving continuous process improvement within the Field Services department, with a strong focus on delivery and adherence to department KPI’s.

Nostra has offices in Dublin, Galway, Cork and Belfast. This role will be Dublin based.

Responsibilities:

Team Leadership & People Management:

Team Development: Manage and motivate a team of Field Service Engineers, establishing clear goals, conducting regular performance reviews, and providing constructive feedback.
Career Path Development: Design, implement, and oversee training programs and structured career progression paths (e.g., from Junior Engineer to Senior/Specialist) to support the professional growth and retention of the team.

Operational Efficiency & Process Improvement:

Process Development: Lead continuous improvement initiatives to refine and document all Field Service processes, reducing inefficiencies and ensuring consistent service delivery across all regions.
Resource Scheduling: Work closely with the Scheduling Department and POD Leads to optimize the allocation of Field Service Engineers, guaranteeing their time is utilized efficiently and effectively to meet client SLAs and deadlines.
Reporting: Track, analyse, and report on key performance indicators (KPIs) for the Field Service team, including first-time fix rates, response times, and travel efficiency.

Client Interaction & Service Quality:

Customer Satisfaction: Own the delivery of a high level of customer satisfaction by ensuring field interactions are professional, timely, and technically sound.
Client Relationship: Act as an escalation point for high-priority or complex on-site client issues, managing client communication and ensuring swift resolution.
Site Management: Oversee the proper management and documentation of client site visits and equipment, by the Field Service team.

Requirements:

Full drivers licence.
Minimum Experience: At least 3 years of experience in a technical team lead, supervisory, or management role, ideally within a service delivery or managed services environment.
Technical Understanding: A strong, proven understanding of the IT landscape, including networking fundamentals, server environments, cloud technologies (e.g., Microsoft 365, Azure), and general end-user computing support.
Leadership Skills: Demonstrated ability to lead, mentor, and motivate a distributed technical team.
Communication: Exceptional verbal and written communication skills, with a proven ability to manage difficult client conversations and present technical information clearly.

Benefits:

Generous professional development budget.
Company Pension.
Health Plan.
Wellness Benefit.
On-site Gym.

At Nostra we value our people. We are a passionate team committed to doing our best, our values are trust, accountability, expertise, people, integrity, and empathy. These values form a central part of our recruitment process. Nostra is an equal opportunity employer committed to diversity and inclusion.

Field Service Team Lead

Benefits

Job Description