Hardware Services Lead

Hardware Services Lead
Location: Reading. Hybrid - 50/50
Duration: 18/09/2026
MUST BE PAYE THROUGH UMBRELLA

Role Description:

We 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.

Key Responsibilities
Team Leadership & Management
o Lead and manage a distributed team of up to 15 hardware support engineers.
o Conduct monthly 1-2-1s, performance reviews, and provide coaching to drive professional growth.
o Foster a collaborative, accountable, and customer-focused team culture.

Operational Delivery
o Oversee second-line break/fix support for laptops, desktops, and IT peripherals.
o Manage laptop deployments, refresh cycles, and peripheral distribution across multiple sites.
o Ensure timely procurement fulfilment of hardware and accessories.
o Administer mobile data and SIM usage, ensuring compliance and cost efficiency.

Performance & Governance
o Define, monitor, and report against KPIs and SLAs to ensure service excellence.
o Implement continuous improvement initiatives to enhance efficiency and user experience.
o Maintain accurate records of assets, usage, and procurement activities.
o Act as the primary point of contact for hardware and mobile service suppliers.

Skills & Experience
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.

Personal Attributes
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.