Field Service Team Lead

2 weeks ago

Queens, United States eXcell Full time

At CompucomStaffing, we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people. 

We have a new opportunity for a qualified Field Service Team Lead to join our team onsite in New York, NY. This Lead must have a strong background in break-fix operations, particularly in high-demand, mission-critical environments such as banking or finance. The ideal candidate will be responsible for overseeing a team of technicians focused on troubleshooting, replacing, repairing, and maintaining hardware and network devices. This resource must have the ability to work flexible hours, including weekends.

Duties and Responsibilities:

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

  • Coordinate within the designated locations, assign tasks to technicians and prioritize incidents based on severity, business impact, or risks in fulfilling the SLA

  • 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

  • Escalate incidents which may be unable to be resolved within the agreed Service Levels. Escalations can be either technical (to higher-level support) or managerial

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

  • Foster a collaborative team environment that encourages continuous improvement and skill development

  • 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

  • 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.

 
Skills and Qualifications:

  • 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

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

  • 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, 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

  • 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.)



$38.46 per hour

Full COVID-19 vaccination may be required.
 
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.
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **CompucomStaffing™ Supports Equal Employment Opportunity** CompucomStaffing™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.compucom.com.

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