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Field Services Team Leader - Dublin

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Field Services Team Leader, Dublin

Working as the Field Services Team Leader you will lead and manage a team in all aspects of operational service delivery within a designated geographical area for customer sites and unmanned / manned airports. You will be responsible for co-ordinating all project work, backfill requirements, customer incidents and service requests across the estate as required, ensuring that all tickets are responded to and resolved promptly to defined operating procedures within contractual service levels whilst achieving high levels of customer satisfaction. 

This is a hands on role requiring the team leader to be proactive in being a mobile engineer / team leader. There is a requirement to be on-call 1 in 3 (subject to change). 

A snapshot of what you will be doing:

  • Lead day-to-day performance, productivity, utilisation and workload planning for the assigned ESP field-based engineering staff
  • Drive performance against KPIs to improve the customer experience and client satisfaction levels
  • Promote and champion ESP’s capabilities to existing and potential customers
  • Ensure that all customer escalations are successfully resolved and ensure that key stakeholders are kept updated with progress in a timely manner
  • Provide line management and technical leadership and direction to the Field Services team members
  • Ensure all annual leave, sickness absence, training, overtime and expenses are correctly booked and recorded or claimed
  • Conduct regular training needs analysis for all team members and develop a training schedule that ensures that all team members are appropriately cross trained on supported equipment within the site
  • Monitor team performance to ensure that the team are following known and agreed processes for resolving issues and ensure that escalated issues are reported to the Field Services Manager and are successfully resolved
  • Assist the Field Services Manager in preparing reports required by the business regarding operational site performance
  • Proactively identify and suggest process change improvements which result in tangible service improvements

What are we looking for?

  • At least 3 years' experience required in an IT role
  • Microsoft Operating Systems is a requirement, as is an understanding of the concepts of networking principles including hardware types and IP addressing.
  • Strong knowledge of the CUTE/CUSS/Airport Systems – desirable
  • Good understanding of service desk process and procedures (Service Now)
  • Strong leadership and people management skills
  • Excellent interpersonal and communication skills
  • Proven problem-solving attitude and ability
  • Good interpersonal / customer facing skills

This role will be working Monday – Friday 9am-5:30pm

Please apply now to be considered. We will endeavour to get back to all applicants by phone/email.


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About ESP

ESP is trusted by global organisations to deliver tailored IT support and infrastructure solutions around the world, 24/7. We have added value to our customers for over 25 years by listening to their needs and proactively delivering the service they want, wherever in the world that might be. We are headquartered in Reading, with staff in most of the major UK airports and regional Service Delivery hubs across the globe. Our customers include many household brand names such as easyJet, Avis, Marie Curie, Wipro, United Airlines and Virgin Atlantic.

We are looking for vibrant, enthusiastic individuals with a can do attitude who can join our team. ESP offers a dynamic environment, a strong sense of fun and a commitment to career progression from within, all of which help us to deliver our outstanding services to our global clients.