Support Field Services Lead
Responsibilities:
• Guide daily activities for both remote support and field service staff, helping maintain consistent performance and service quality across the team.
• Coach less-experienced technicians through regular knowledge sharing, practical mentorship, and reinforcement of strong communication and documentation habits.
• Review incoming requests, determine urgency and required expertise, and direct work to the most appropriate support, engineering, or field resource.
• Monitor technician capacity and service queues throughout the day, adjusting assignments and schedules to reduce delays and improve productivity.
• Track open issues against service expectations, follow up on aging requests, and raise concerns when response or resolution targets are at risk.
• Communicate clearly with customers regarding progress updates, appointment coordination, service interruptions, and changing priorities.
• Evaluate tickets for completeness, accuracy, and professionalism while reinforcing standards for notes, time tracking, and overall record quality.
• Assist with onboarding new team members and recommend workflow, triage, or training improvements based on recurring service trends.
• Provide hands-on support during peak demand periods and contribute to the resolution of higher-complexity or escalated technical issues.
• Participate in team meetings, operational check-ins, and post-issue reviews, occasionally leading discussions when needed.
Qualifications:
• 3+ years of experience in technical support, service desk operations, or deskside support, including responsibility for ticket coordination or team guidance.• Working knowledge of Active Directory and common end-user support practices in a business environment.
• Experience managing service desk tickets, including prioritization, routing, escalation handling, and follow-through.
• Ability to balance operational oversight with direct technical troubleshooting in both remote and onsite service settings.
• Strong communication skills with the ability to interact professionally with customers, technicians, and leadership.
• Demonstrated attention to detail in documentation, time entry, and service record accuracy.
• Ability to make sound decisions under pressure while managing multiple priorities and changing workload demands.
Compensation
$60,000.00-$70,000.00 YearlyAbout Us
Technology Doesn't Change the World, People Do.®
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