Field Support Lead

I. GROUP DESCRIPTION

IT Field Support Lead is responsible for leading, managing, and mentoring the team of IT Field Support Technicians, ensuring the timely and effective delivery of on-site technical support services to end-users and the maintenance of IT infrastructure across various locations. This role requires a hands-on approach to complex troubleshooting, project deployment, and a strong commitment to service excellence and operational efficiency. The supervisor will act as a primary point of contact for field support escalations and will be instrumental in maintaining high levels of client satisfaction.

II. PURPOSE

Field Support Engineer Lead

III. DUTIES AND RESPONSIBILITIES

1. Team Leadership & Management:

• Directly supervise, guide, coach, and mentor a team of IT Field Support Technicians, fostering professional growth and technical skills.
• Conduct regular performance reviews, set clear objectives, provide constructive feedback, and identify training needs for team members.
• Plan, schedule, and assign field support tasks, projects, and on-call rotations efficiently to ensure optimal coverage, adherence to SLAs, and equitable distribution of work.
• Assist in the recruitment, interviewing, and onboarding process for new field support staff.
• Promote a positive, collaborative, and customer-centric team environment, encouraging knowledge sharing and continuous improvement initiatives.

2. Technical Support Operations & Escalation:

• Oversee the entire lifecycle of field support incidents and service requests, from ticket assignment to resolution, ensuring accurate documentation and timely closure within agreed-upon SLAs.
• Serve as the primary escalation point for intricate hardware, software, network, and system issues that cannot be resolved by junior technicians. Provide expert hands-on troubleshooting and diagnostics.
• Lead and participate in the proactive and reactive maintenance of IT assets in the field, including desktops, laptops, servers, network devices, printers, peripherals, and mobile devices.
• Ensure the consistent application of IT policies, procedures, and best practices across all field support activities, including security protocols and data integrity.

3. IT Infrastructure & Asset Management:

• Supervise and actively participate in the installation, configuration, and deployment of new IT equipment and systems at various client/branch locations.
• Maintain an accurate and up-to-date inventory of all IT assets deployed in the field, managing their lifecycle from procurement to decommissioning.
• Implement and oversee preventative maintenance schedules for field IT equipment to minimize downtime and extend asset lifespan.
• Coordinate with third-party vendors for hardware repairs, warranty claims, and specialized technical support as needed.

4. Project Management & Implementation:

• Lead and manage the on-site execution of IT projects such as new office setups, branch relocations, major system upgrades, network expansions, and hardware refresh cycles.
• Collaborate closely with other IT teams (e.g., Network, Systems, Applications Development) and business units to ensure seamless project delivery and integration.
• Develop and maintain comprehensive project plans, implementation guides, and post-implementation reports.

5. Customer Service & Communication:

• Build and maintain strong relationships with clients and end-users, ensuring their IT needs are met with professionalism and efficiency.
• Communicate complex technical information clearly and concisely to non-technical users and stakeholders.
• Actively solicit client feedback to identify areas for service improvement and implement corrective actions.
• Prepare and present regular reports on field support performance metrics, incident trends, and client satisfaction levels to IT management.

6. Documentation, Reporting & Compliance:

• Contribute to and ensure the maintenance of a comprehensive knowledge base for common issues, troubleshooting steps, and configurations specific to field environments.
• Ensure accurate and detailed logging of all support activities in the designated IT Service Management (ITSM) or ticketing system (e.g., ServiceNow, Jira Service Desk).
• Ensure all field IT operations comply with organizational security policies, data privacy regulations (e.g., the PH Privacy Act), and industry standards.

IV. QUALIFICATIONS

Minimum Education

A graduate of any 4-year IT related courses

V. WORKING CONDITIONS

• Report to Trafalgar Office Monday to Friday