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Our client are seeking a Hardware Services Lead to oversee and manage a team of up to 15 engineers across several core sites. This role is pivotal in ensuring the smooth delivery of second-line hardware support, laptop deployments, IT peripherals, procurement fulfilment, and mobile data/SIM management. The successful candidate will combine strong leadership with technical expertise, driving operational excellence through KPIs, SLAs, and supplier engagement.
Job Responsibility:
Lead and manage a distributed team of up to 15 hardware support engineers
Conduct monthly 1-2-1s, performance reviews, and provide coaching to drive professional growth
Foster a collaborative, accountable, and customer-focused team culture
Oversee second-line break/fix support for laptops, desktops, and IT peripherals
Manage laptop deployments, refresh cycles, and peripheral distribution across multiple sites
Ensure timely procurement fulfilment of hardware and accessories
Administer mobile data and SIM usage, ensuring compliance and cost efficiency
Define, monitor, and report against KPIs and SLAs to ensure service excellence
Implement continuous improvement initiatives to enhance efficiency and user experience
Maintain accurate records of assets, usage, and procurement activities
Act as the primary point of contact for hardware and mobile service suppliers
Requirements:
Proven experience in leading IT hardware support teams across multiple sites
Strong knowledge of laptop deployment, break/fix processes, and IT peripheral management
Experience in procurement fulfilment and supplier management
Familiarity with mobile data/SIM administration and usage monitoring
Excellent organisational, communication, and stakeholder management skills
Ability to define and track KPIs and SLAs, with a focus on continuous improvement
Strong problem-solving skills and a proactive approach to risk management
Clear communicator with the ability to translate technical issues into business language
Practical, solution-oriented mindset with a focus on efficiency and accountability
Collaborative leader who empowers teams and builds strong supplier relationships
Detail-oriented with a commitment to governance and service excellence