Field Services Team Lead

Field Services Team Lead Boca Raton, FL 33487 Apply Overview Salary Range $90,000.00 - $95,000.00

Salary Apply Field Services Team Lead Job Title:

Field Services Team Lead As a Field Services Team Lead, you will be responsible for overseeing all field technicians across iPower offices, ensuring efficient scheduling, high-quality onsite service delivery, and seamless coordination between Service Desk, Project Management, and customers. This role serves as the central point of control for field resource allocation, subcontractor coordination, and onsite execution, while maintaining alignment with Service Desk operations and overall service delivery goals. The ideal candidate will have strong operational leadership skills, MSP experience, and the ability to manage both internal and external technical resources in a fast-paced environment. Core Responsibilities Field Operations & Resource Management Oversee all field technicians across multiple iPower locations (NE, PHL, Boca, etc.). Own scheduling, utilization, and workload balancing of all field resources. Ensure maximum efficiency of field technicians, minimizing downtime and travel inefficiencies. Coordinate daily and weekly field schedules in alignment with dispatch and service priorities. Act as the escalation point for field-related issues, delays, or resource conflicts. Dispatch & Scheduling Integration Work closely with dispatchers to coordinate: Onsite appointments Emergency dispatches Resource reallocation based on priority shifts Ensure real-time communication between field technicians, dispatch, and Service Desk. Maintain visibility into scheduling conflicts, delays, and SLA risks. Project Coordination Partner with Project Managers to: Schedule field technicians for project work Align resource availability with project timelines Balance project work vs. reactive support demands Ensure proper preparation and documentation before onsite project work. Track execution and completion of field-related project tasks. Subcontractor Management Manage relationships with third-party subcontractors and vendors. Coordinate scheduling, scope alignment, and time tracking for subcontracted work. Ensure subcontractors meet iPower standards for: Communication Technical execution Customer experience Validate work completion and approve time/logs where applicable. Service Desk Integration Ensure field technicians contribute to Help Desk ticket resolution when not scheduled onsite. Maintain alignment between field and remote support teams to support the "one team" model. Assist in prioritizing tickets requiring onsite vs. remote resolution. Quality Assurance & Performance Management Monitor KPIs related to: Onsite response times Ticket completion rates Utilization of field resources Customer satisfaction Identify trends and implement improvements in field service delivery. Conduct regular performance reviews, and coaching sessions with field technicians. Communication & Customer Experience Ensure proactive communication with: Customers regarding onsite scheduling and expectations Internal teams on status updates and delays Act as a point of escalation for customer concerns related to onsite services. Leadership & Team Development Provide leadership, mentorship, and guidance to field technicians. Conduct regular team meetings to review performance, priorities, and improvements. Promote a culture of accountability, responsiveness, and customer-first service. Drive adherence to SOPs, documentation standards, and service expectations.

Technical Expectations Strong understanding of:

Windows environments Active Directory / Entra ID Microsoft 365 administration Networking fundamentals (LAN/WAN, firewalls, switches, Wi-Fi) Experience with: Onsite troubleshooting and deployments Hardware installations and network setups MSP tools such as ConnectWise Manage, NinjaOne (preferred) Required Skills & Experience MSP experience required Proven experience managing or coordinating field technicians or technical resources Strong scheduling, logistics, and operational coordination skills Experience working with subcontractors or vendors preferred Excellent communication and organizational skills Ability to manage multiple priorities in a fast-paced environment Strong leadership and team development capabilities Key Success Metrics (KPIs) Field technician utilization rate Onsite SLA adherence Ticket aging for onsite-required work First-time resolution for onsite visits Customer satisfaction (CSAT) Schedule adherence and efficiency

Job Type:

Full-time Benefits:

Dental insurance, Health insurance, Vision Insurance, PTO, and 401(k)

Schedule:

Monday to

Friday Work Location:

Hybrid / Multi-site (based on region)

Travel:

As needed for oversight and team engagement

EEO Statement:

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.