Experience: 3+ years
The Team Lead is responsible for overseeing the day-to-day operations of field services support teams within an IT managed services environment. This role provides leadership, coaching, and operational guidance to local and remote technicians while ensuring high-quality service delivery, customer satisfaction, SLA adherence, process compliance, and continuous improvement.
The Team Lead serves as a key point of contact for client and internal stakeholders, monitors performance metrics, supports workforce planning, and helps drive operational excellence across the assigned scope of services.
1. Provide day-to-day leadership and oversight for field services and walk-up IT support technicians, including both local and remote team members.
2. Manage team performance to ensure high-quality service delivery, customer satisfaction, SLA adherence, ticket lifecycle compliance, and timely resolution of support requests.
3. Monitor daily ticket queues, workloads, backlog, priority items, follow-up actions, and staffing coverage to support effective workload distribution and operational continuity.
4. Serve as an escalation point for service delivery issues, technician support needs, client concerns, operational risks, and process exceptions.
5. Motivate, recognize, mentor, and develop team members through coaching, feedback, performance support, one-on-one discussions, and team meetings.
6. Conduct performance assessments, address attendance or performance concerns, and support accountability in alignment with company policies and leadership expectations.
7. Support recruiting, onboarding, training, knowledge transfer, and skills development activities for new and existing team members.
8. Partner with client and internal stakeholders to review operational performance, resolve service delivery issues, and identify improvement opportunities.
9. Prepare, analyze, and present operational metrics related to service health, ticket trends, SLA performance, customer experience, productivity, and risks.
10. Document, maintain, and improve processes, procedures, workflows, and best business practices to support consistent service delivery.
11. Conduct quality assurance reviews and audits to ensure compliance with documented processes, client requirements, security standards, and operational expectations.
12. Identify, lead, and support continuous improvement initiatives that enhance productivity, service quality, workflow efficiency, and customer experience.
13. Assist with resource management, staffing forecasts, capacity planning, and coverage planning based on business and client needs.
14. Provide input and operational support for new business opportunities, service expansions, transitions, and transformation initiatives as needed.
1. Minimum of 3 years of IT support experience, preferably in a field services, desktop support, walk-up support, or managed services environment.
2. Prior experience leading, mentoring, or coordinating technical support teams, including remote or distributed employees.
3. Strong leadership, coaching, communication, customer service, and problem-solving skills.
4. Experience managing work within a defined scope of services, including SLA expectations, incident management processes, ticket queues, and operational reporting.
5. Familiarity with ITSM or ticketing systems such as ServiceNow, Remedy, or similar platforms.
6. Ability to analyze operational data, identify trends, and translate findings into actionable improvement plans.
7. Strong organizational skills, attention to detail, time management, sense of urgency, and ability to work independently.
8. Proficiency with Microsoft Office tools, including Outlook, Word, Excel, Pivot Tables, PowerPoint, SharePoint, and Teams.
9. Experience supporting endpoint services, asset management, device lifecycle activities, PC refresh, or end-user technology support is preferred
1. Strong Knowledge Of Asset Management Services And Operational Management Practices. 2.
Proficient In Tools Such As Cmdb, Servicenow, And Itil Frameworks. 3. Excellent Problem-Solving Skills With A Focus On Continuous Improvement.
4. Strong Leadership And People Management Abilities To Mentor And Guide Teams.
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