Field Service Team Lead at eXcell

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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 andResponsibilities:

• 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. **

™ Supports Equal Employment Opportunity** ™, 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 .