IT Field Service Lead

IT Field Service Lead

28 Nov 2024
California, Sanysidro, 92173 Sanysidro USA

IT Field Service Lead

Vacancy expired!

We are seeking an IT Field Service Lead who is responsible for ensuring high quality, consistent technical support, and ensuring technical support service levels are being met or exceeded.
The IT Field Service Lead manages the lifecycle of Field Service incidents within the Service Desk ticketing system. This includes ensuring that tickets are generated, priorities are assigned, status is communicated, escalations occur where necessary, adhere to SLAs, provide resolutions, and suggest solutions for inclusion in Solutions Knowledge Base.

Essential Functions Are:
  • Oversee 100% of the Field Service requests and incidents. Leads and coordinates urgent and complicated Field support issues. Schedule field technician workload to ensure efficiency and quality of IT services. Act as an escalation point for all Field Service requests and incidents. Work with Service Desk Supervisor to develop and mature ticket processes to improve customer service and ensure free-flowing escalation and information within the organization. Assist the Service Desk Supervisor in managing resources based on workload. Determine root cause of issues and communicate appropriately to internal and external customers.
  • Ensure adequate communications for all service disruptions are handled according to ITIL best practices and internal policies/procedures. Lead process for communicating outage/emergency activities to the organization.
  • Coach and mentor Field Technicians. Builds/obtain (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
  • Provide data and reporting of productivity metrics and trends to the IT Service Desk Supervisor and IT Director weekly, monthly, and as needed. Will develop strategies for continuous improvement in order to ensure the quality of services provided, reduce response and resolution times. Work to make Service Desk a single source of truth and service delivery channel for IT.
  • Provide IT field services supporting the IT Operations, Project Management, Applications, and other IT Teams in alignment with key projects and major initiatives.
  • Participate in the help desk queue as needed. Handle escalated calls as needed.

Job Requirements (Required):
  • 5+ years of experience within Information Technology
  • 2+ years of experience leading help desk or service desk operations preferred

Specific Technical Skills;
  • Experience with enterprise ticketing system
  • Outstanding knowledge of Microsoft-centric products and technology
  • Experience handling, organizing, tracking, and reporting on user support incidents.
  • Experience working with Active Directory, DHCP, DNS, and Group Policy
  • Experience working with hardware installation and support, system security techniques, and firewall administration
  • Experience working with Microsoft Exchange, server, and related utilities
  • Experience working with networking technologies including Cisco router/switch administration cable and wireless networks and protocols, VPN and remote access
  • Understanding of VoIP systems in a corporate environment
  • Understanding of the operational procedures in a medical setting

Required / Preferred Education / Certifications:
  • High School Diploma (Required)
  • B.S. in Computer Science, B.S. in Business Administration, Information Systems preferred but not required
  • ITIL
  • Microsoft Certified Professional preferred
If you are interested in this role, please email us at

Job Details

  • ID
    JC6179066
  • State
  • City
  • Job type
    Permanent
  • Salary
    Depends on Experience
  • Hiring Company
    RASO Solutions
  • Date
    2020-11-12
  • Deadline
    2021-01-11
  • Category

Jocancy Online Job Portal by jobSearchi.