IT Field Services Lead

Job Description

Job Description

We are looking for a skilled IT Field Services Lead to oversee and enhance the delivery of field services operations. In this role, you will play a critical part in managing resources, driving productivity improvements, and ensuring service level agreements (SLAs) are consistently met. This is a Contract-to-Permanent position based in Rochester, New York.

Responsibilities :

• Supervise the incident and maintenance services to ensure end-user issues are resolved in alignment with customer expectations.
• Organize and schedule field service activities to optimize resource allocation and meet operational demands.
• Handle technical escalations by collaborating closely with the customer’s service owner.
• Facilitate communication about widespread incidents by coordinating with the Service Owner and Communication Office.
• Develop and execute proactive measures to minimize recurring incidents, with a focus on top issues affecting the area.
• Ensure proper management and resolution of service requests in alignment with organizational standards.
• Drive change management strategies to streamline processes and support team adaptation to new initiatives.
• Maintain and enhance business processes to improve information dissemination, sharing, and utilization.
• Foster an environment that promotes efficiency and high-quality output among team members.
• A minimum of 5 years of experience in managing and leading end-user support or field service projects.
• Proven expertise in planning and executing innovation and technological renewal initiatives.
• Solid technical knowledge in microinformatics and related areas.
• Familiarity with service management tools and methodologies, including ITIL processes.
• Strong leadership skills with the ability to organize, plan, and coordinate tasks across multiple teams.
• Experience in creating and maintaining technical manuals and procedures.
• Proficiency in identifying risks, addressing deviations, and implementing effective solutions.
• Knowledge of Microsoft tools and best practices for field service management.