IT Field Support Lead

IT Field Support Lead

Vacancy expired!

The successful candidate in this Field Support Team Lead role provides technical direction and guidance to a Field Support team and helps to mentor and develop the team members. The Team Lead builds relationships with clients to provide an excellent customer experience. The Team Lead is responsible to ensure that the Field Support team maintains standards for IT support and exemplary customer service.

• Build and maintain relationships with client leadership and primary contacts
• Lead projects and communicate with client leadership on status and updates
• Communicate with internal Account Managers on project status
• Manage service ticket queues to maintain SLAs and direct schedules and dispatch Field Support team members
• Conduct routine site visits to perform QA on environment and ensure client sites have needed equipment, service level compliance, and communication protocols
• Lead weekly meetings with internal teams to uphold SLAs and review client reports to ensure accuracy of metrics
• Lead regular 1:1 meetings with team members
• Coordinate approvals from client for allow/deny lists
• Coordinate equipment liquidations with internal teams, client leadership, and vendors/partners
• Perform software/hardware upgrades
• Install, maintain, and repair, desktop hardware, network equipment, and PC peripherals
• Perform routine maintenance following company and vendor standards
• Manage escalation of priority issues

• Display a professional, confident, reliable, trustworthy and positive demeanor
• Ability to troubleshoot, diagnose and solve problems as well as document all steps taken for resolution including use of an internal ticketing system
• Ability to relay technical information and instruction (written and verbal) to clients who possess varying ranges of technical knowledge and background
• Organizational and time management skills with strong orientation to detail and ability to follow through on tasks
• Basic understanding of varying versions of Microsoft Windows, Active Directory, Office 365 and Group Policy
• Experience with Microsoft Office applications
• Comprehension of networking protocols and concepts such as TCP/IP addressing and VLANS
• Familiarity with network-based PC operating system deployment
• Ability to maintain the confidentiality of information being accessed, processed or stored
• A+, Network+, MTA, MCSA certifications are desirable
• Demonstrated ability to:

• work and adapt in an evolving-priority environment
• follow processes and protocols
• meet deadlines and manage multiple tasks simultaneously
• ensure physical cabling meets desired standards
• learn software tools/applications (e.g. asset tracking and ticketing system)