Medical Staff Team Lead

2 weeks ago


New York, New York, United States Excell Full time
Job Summary:

We are seeking a highly skilled Field Service Team Lead to oversee a team of technicians focused on troubleshooting, replacing, repairing, and maintaining hardware and network devices. The ideal candidate will have a strong background in break-fix operations, particularly in high-demand, mission-critical environments such as banking or finance.

Key Responsibilities:

* Coordinate within designated locations, assign tasks to technicians, and prioritize incidents based on severity, business impact, or risks in fulfilling the SLA
* Review technician Resolution and Closure notes to ensure all relevant details are logged accurately, provide metrics reporting weekly
* Oversee the proactive monitoring of Technicians utilization and SLA performance
* Create and share reports with management identifying problem areas, with recommendations for improvement at the Team and individual level
* 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
* Provide regular performance and incident reporting to management, detailing issue resolution times, out of SLA performance, OT, and areas for improvement

Requirements:

* Minimum 5+ years of experience in IT support, with at least 2 to 3 years in a lead or senior technical role, preferably in a break-fix environments within a banking or financial sector is a plus
* ~ 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
* ~ 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
* ~ Strong ability to manage time effectively, prioritize tasks for yourself and the team
* ~ Ability to handle multiple projects simultaneously while meeting deadlines
* ~ Ability to lift and move IT equipment (up to 50 lbs.)

Compensation and Benefits:

* $46 per hour
* Full COVID-19 vaccination may be required

About Excell:

* We offer a comprehensive benefit package that you can elect into, including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts

Excell is an equal opportunity employer.
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