Lead, Airport IT Field Support Technician

Description

The primary responsibility of this role is to provide leadership and oversight for technicians delivering field operations support to internal and external customers in accordance with customer contracts and Service Level Agreements (SLAs).

• Ensure the proper operation and maintenance of all internal and customer IT equipment and services.
• Serve as the customer Single Point of Contact (SPOC) and coordinate onsite service scheduling with customers, internal resolver groups, and the Service Desk.
• Maintain the highest level of customer service and professionalism.
• Ensure proper communication channels are followed to resolve incidents within established SLA requirements.
• Perform local repairs of faulty equipment and coordinate resolution with appropriate resolver groups when escalation is required.
• Demonstrate professional appearance, attitude, and ethical behavior at all times.
• Understand available technical resources, including when and how to engage additional support teams.
• Manage multiple tasks in a fast-paced and sometimes high-pressure environment with minimal supervision while providing real-time updates through customer helpdesk and dispatch ticketing systems.
• Provide hands-on local technical support as needed.
• Supervise and mentor technicians as required and lead by example.
• Travel within the service area as needed and be willing to travel outside the local service area when required.

Requirements

• Experience working directly with external customers while delivering services in accordance with Service Level Agreements (SLAs).
• Strong knowledge of hardware installation, maintenance, and repair.
• Ability to adapt to changing customer needs and contract requirements.
• Ability to maintain a calm, professional demeanor in all situations.
• Familiarity with safety procedures, including proper anti-static handling precautions.
• Demonstrates professional appearance, attitude, and ethical behavior.
• Previous supervisory experience required.

Skills & Qualifications

• Minimum of 2 years of experience performing onsite support and repairs of PCs, printers, and LAN/WAN equipment.
• Minimum of 2 years of supervisory or team leadership experience.