We have a new opportunity for a qualified Field Service Team Lead to join our team onsite in Queens, NY. Will work from home unless covering for a technician and will need to go out in the van to help in the field. 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.

• Work from home unless covering for a technician and might go out in the van to help in the field.

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 a plus
• Network+, or Security+ certification a plus
• Microsoft Certified Systems Engineer (MCSE) a plus
• Cisco Certified Network Associate (CCNA) a plus
• 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.)