Field Service Team Lead

As part of a leading IT managed services specialist with more than 12,000 associates worldwide, we rely on the personal relationships we build with our consultants and the clients who depend on them. Join the CompucomStaffing (https://www1.jobdiva.com/portal/?a=xpjdnwd96pfzndejt5orrp7btv1uj90471yr05agwnk9h3kdkxgy44xuptw0m44x&compid=0#/) team.

We have a new opportunity for a qualified Field Service Team Lead to join our team onsite in Pompano Beach, FL. 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

Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience)

CompTIA A certification required

Network, or Security certification preferred

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 SLAs

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.)

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 (https://www1.jobdiva.com/portal/?a=xpjdnwd96pfzndejt5orrp7btv1uj90471yr05agwnk9h3kdkxgy44xuptw0m44x&compid=0#/) ™ Supports Equal Employment Opportunity CompucomStaffing (https://www1.jobdiva.com/portal/?a=xpjdnwd96pfzndejt5orrp7btv1uj90471yr05agwnk9h3kdkxgy44xuptw0m44x&compid=0#/) ™, 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 .

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.