Required Skills & Experience
- 5-10 years of IT Field Services experience
- At least 2 years of experience in a leadership / lead role
- MUST have experience working for an MSP
- Experience with ticketing systems, documentations systems and monitoring systems
- Need to have time entry experience, so that they can lead and monitor their own teams time entry
Nice to Have Skills & Experience
- ConnectWise ticketing systems
- IT Glue documentation systems
- Remote Monitoring systems
- Orion monitoring experience
Job Description
Insight Global is looking for a MSP Field Services Team Lead provides hands-on leadership and direct supervision for a technical support team dedicated to one large, multi-site enterprise client. This role oversees service desk technicians, field services technicians, and a network administrator; coordinates scheduling, dispatch, escalations, and onsite support; and reinforces consistent technical, documentation, and client-service standards. The Team Lead also supports complex technical needs and multi site onboarding initiatives while maintaining clear communication with client stakeholders and internal teams.
What You’ll Do
- Lead, mentor, and directly supervise a dedicated team of service desk technicians, field services technicians, and a network administrator supporting one large, multi-site enterprise client.
- Provide coaching, training, and performance feedback while reinforcing technical, service, documentation, and operating standards.
- Manage day-to-day team operations, including scheduling, dispatch, workload distribution, timesheet review, paid time off requests, and employee performance concerns.
- Coordinate onsite support across multiple client locations and optimize team capacity and field resources.
- Coordinate third-party field resources when additional onsite support is required.
- Monitor support cases, team assignments, time allocation, service metrics, and key performance indicators.
- Review and take action on ConnectWise Manage service boards to support timely resolution and MSP performance goals.
- Identify, manage, and coordinate escalations, ensuring clear follow-up with clients, end users, team members, and client leadership.
- Document, maintain, and enforce best practices, client runbooks, service information, and standard operating procedures.
- Provide hands-on technical troubleshooting and support for complex client technology needs, collaborating with internal teams and outside resources as appropriate.
- Coordinate technology onboarding, implementations, and related support activities across multiple client sites.
- Facilitate technical and operational meetings and explain technical information clearly to non-technical audiences.
- Travel locally between client sites to support team operations, client needs, and onsite initiatives.