Field Service Team Lead

4 weeks ago


Queens, New York, United States Excell Full time

At Excell, we are committed to delivering exceptional IT services to our clients. Our team of experts is dedicated to providing top-notch support and solutions to meet the evolving needs of our customers.

The Field Service Team Lead will play a critical role in overseeing the day-to-day activities of our break-fix team, ensuring that incidents are resolved within Service Level Agreements (SLAs). This individual will be responsible for coordinating tasks, prioritizing incidents, and managing the workload of our technicians.

Key Responsibilities:

  • Oversee the day-to-day activities of the break-fix team, ensuring that incidents are resolved within SLAs
  • Coordinate tasks, assign priorities, and manage the workload of technicians
  • Review technician resolution and closure notes to ensure accurate logging of details
  • Escalate incidents that cannot be resolved within agreed-upon SLAs
  • Provide technical guidance and mentorship to junior technicians
  • Foster a collaborative team environment that encourages continuous improvement and skill development
  • Oversee proactive monitoring of technician utilization and SLA performance
  • Create and share reports with management identifying problem areas and recommending improvements
  • Collaborate with internal logistics teams for parts and equipment replacement
  • Maintain accurate documentation of IT assets and CMDB
  • Recommend and develop improvement processes for managing break-fix issues
  • Create and maintain thorough documentation of issues, solutions, and standard operating procedures
  • Ensure that all break-fix tasks are completed within agreed-upon SLAs
  • Provide regular performance and incident reporting to management

Requirements:

  • Minimum 5+ years of experience in IT support, with at least 2-3 years in a lead or senior technical role
  • Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience
  • CompTIA A+ certification required
  • Network+, or Security+ certification required
  • Microsoft Certified Systems Engineer (MCSE) preferred
  • Cisco Certified Network Associate (CCNA) preferred
  • ITIL Foundation Certification preferred
  • Proficiency in hardware repair or replacement
  • Strong knowledge of operating systems (Windows 10 & 11) with a focus on configuring end-user devices
  • Strong knowledge of updating and reporting with ServiceNow
  • Familiarity with networking hardware (routers, switches, firewalls, 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
  • Excellent verbal and written communication skills
  • Ability to explain technical issues to non-technical stakeholders
  • Strong ability to manage time effectively, prioritize tasks, and handle multiple projects simultaneously
  • Ability to lift and move IT equipment (up to 50 lbs.)

Compensation: $38.46 per hour

Benefits: Comprehensive benefit package, including health insurance, 401k, basic life/AD&D, supplemental insurance plans, paid time off, paid holidays, paid sick leave, FSA/HSA pre-tax benefits, and employee discounts

Equal Employment Opportunity: Excell is an equal employment opportunity employer and welcomes applications from diverse candidates



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