Field Services Team Lead

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Job description

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We're looking for a Field Services Team Lead to join our team.

The Team Lead will be responsible for overseeing a team of technicians focused on troubleshooting, replacing, repairing, and maintaining hardware and network devices. This role requires a technical expert with leadership capabilities to drive quick, effective solutions while maintaining high standards of customer service and operational efficiency.

Responsibilities

Oversee the day-to-day activities of the break-fix team, ensuring that the Incidents are resolved within SLA timeframes.

Escalate incidents which may be unable to be resolved within the agreed Service Levels.

Oversee Incident workload within the pre-defined SLA timeframes adjusting Technicians according to the priorities and satisfaction of SLA. Review technician Resolution and Closure notes to ensure all relevant details (time, location, systems affected, severity, actions taken, parts consumed, parts ordering, etc) are logged accurately, provide metrics reporting weekly.

Provide technical guidance and mentorship to a team of IT technicians, ensuring they are properly trained and equipped to handle break-fix issues.

Proactive monitoring of Technicians utilization and SLA performance.

Collaborate with internal logistics teams for parts and equipment replacement to maintain proper stocking of assigned vehicle. Maintain an inventory of IT assets and ensure accurate documentation required of the CMDB.

Recommend and develop improvement processes for managing break-fix issues. Create and/or maintain thorough documentation of issues, solutions, and standard operating procedures (SOPs) to ensure consistency and efficiency across the team.

Ensure that all break-fix tasks are completed within agreed-upon Service Level Agreements (SLAs). Provide regular performance and incident reporting to management, detailing issue resolution times, out of SLA performance, OT, and areas for improvement.

Serve as a point of escalation and be available for on-call support when necessary to ensure that break-fix issues are addressed promptly. Maintain the geographic areas needs during times of planned and unplanned PTO.

Qualifications

5+ years of experience in IT support, with at least 2-3 years in a lead or senior technical role, preferably in a break-fix environments within a banking or financial sector is a plus

CompTIA A+ - Required

Proficiency in hardware repair or replacement (desktops, laptops, printers, monitors, docking stations)

Strong knowledge of operating systesm (Windows 10&11) with a focus on configuring end user devices

Experience with ServiceNow

Familiarity with networking hardware (routers, switches, firewass, WAP)

Knowledge of ITIL and Incident management best practices

Proven experience leading teams, managing workloads, and resolving conflicts. Ability to mentor and develop junior technicians

Ability to quickly diagnose and resolve technical issues in a fast-paced environment, with a strong focus on minimizing downtime to meet SLA's

Excellent verbal and written communication skills. Ability to explain technical issues to non-technical stakeholders and collaborate with cross-functional teams

Our benefits include:

Health Insurance (Medical, Dental, Vision)

Basic Life/AD&D

Employee Assistance Program

Paid Holidays

Paid Time Off

401(k)

FSA/HSA Pre-Tax Benefits

Discounts

Life/Disability Plans

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