Field Service Lead

Responsibilities

• Ensure delivery of onsite support services, including desktops, laptops, mobile devices, peripherals, printers, conference room technology, and smart hands support.
• Drive SLA, KPI, and XLA performance across the region.
• Act as the regional escalation point for critical incidents and service disruptions.
• Ensure consistent service execution and customer experience across all assigned locations.
• Provide leadership, coaching, mentoring, and career development.
• Support staffing, resource planning, onboarding, and workforce optimization.
• Ensure adequate coverage for business-as-usual operations, project work, and peak demand periods.
• Establish and maintain operational governance across all regional sites.
• Conduct regular service reviews, operational reviews, and performance reporting.
• Monitor ticket trends, backlog, aging incidents, and service request fulfillment.
• Ensure adherence to ITIL processes, including Incident, Request, Change, Problem, and Asset Management.
• Serve as the primary regional point of contact for client leadership and service stakeholders.
• Build strong relationships with business leaders, regional IT teams, and vendor partners.
• Present service performance, risks, mitigation plans, and improvement initiatives during governance meetings.
• Support executive communications and service reporting.

Qualifications

• Primary Skills : Windows 10/11, Laptop/Desktop/MacOS/mobile device Support, Microsoft 365, Active Directory, Printer & MFD Support
• Secondary Skills: JAMF, SCCM/MECM, Zoom/Webex Rooms, Basic Networking

Benefits

Please note, this role is not able to offer visa transfer or sponsorship now or in the future.