Field Service Technician Lead

Beyond Blue

Job Posting Title:
Field Service Technician Lead

Requisition Number:
R-000003718

Department Name:
Field & End User Services

Work Location:
UK Chandler Hospital, Pavilion A

Grade Level:
8

Type of Position:
Regular

Position Time Status:
Full time

Equivalency Link

Shift:
Day (United States of America)

Job Description:
Job Summary

Responsible for providing advanced technical coordination and operational leadership for field service operations. Serves as the primary escalation point for complex incidents and ensures consistent, high-quality delivery of end-user device, application, and infrastructure support. Oversees large-scale deployments, develops and enforces standards, and partners with IT leadership, vendors, and stakeholders to align field service activities with organizational goals. Provides advanced mentoring and guidance to field service staff while driving continuous service improvements.

Essential Functions

• Serves as the primary escalation point for complex incidents involving hardware, software, and network connectivity.

• Coordinates and oversees large-scale deployment projects, refresh programs, and technology upgrades across departments.

• Develops, documents, and enforces standards, procedures, and best practices for field service operations.

• Provides Tier 3/4 troubleshooting support, collaborating with cross-functional IT teams and vendors as needed.

• Monitors service delivery performance, analyzes trends, and implements improvements to enhance reliability and efficiency.

• Mentors and guides field service staff, ensuring consistent technical quality and professional growth.

• Partners with IT leadership and project managers to align field service operations with enterprise requirements and timelines.

• Evaluates vendor performance and coordinates engagements for support, design, and integration services.

• Ensures compliance with IT security standards, ITIL practices, and organizational policies.

• Leads continuous improvement initiatives and documents measurable outcomes to enhance service quality.

• Performs other duties as assigned.

Education Requirement: Bachelor's degree in Information Technology, Computer Science, or related field.

Experience Requirement: 7+ years of experience in IT field service operations.

An equivalent combination of education and experience may be considered. All experience must be paid and in the same related field. Part-time and PRN experience will be prorated based on hours worked per week. Volunteer work and internships for academic credit are not counted.

Certifications & Licensures: N/A

Working Conditions

A. Lifting, pushing, and/or pulling objects up to 50lbs: 2. Occasional (< 10% of the time)

B. Lifting, pushing, and/or pulling objects over 50lbs: 1. Never

C. Standing or walking with objects up to 10lbs: 2. Occasional (< 10% of the time)

D. Standing or walking with objects up to 25lbs: 1. Never

E. Sitting at computer workstation for extended periods: 4. Regular (> 50% of the time)

F. Risk of back injury from moving, lifting or positioning patients, equipment, or materials: 1. Never

G. Repetitive motion: 4. Regular (> 50% of the time)

H. Working at heights above 4 feet: 1. Never

I. Working in confined spaces: 1. Never

J. Risk of injuries from use of equipment on the job: 1. Never

K. Job-related travel: 2. Occasional (< 10% of the time)

L. Loud noises: 1. Never

M. Temperature extremes: 1. Never

N. Hazardous chemicals and fumes including waste: 1. Never

O. Radiation: 1. Never

P. Burns: 1. Never

Q. Cuts/Punctures: 1. Never

R. Bloodborne/airborne pathogens: 1. Never

S. Recombinant DNA or viral vectors: 1. Never

T. Combative/violent people: 1. Never

U. Animal handling (including carcasses): 1. Never

V. Please specify other(s) and amount of exposure (i.e. Occasional, Intermittent or Regular): N/A

Physical Demands

This position requires regular sitting at a computer workstation for extended periods of time; performing tasks with regular repetitive motion (such as typing); intermittent standing or walking with objects weighing up to 10 pounds; and occasional lifting, pushing, and/or pulling objects weighing up to 50 pounds or standing or walking with objects up to 25 pounds.

Our University Community

We value the well-being of each of our employees and are dedicated to creating a healthy place for everyone to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors, the University of Kentucky is a Tobacco & Drug Free campus.

The University follows both the federal and state Constitutions as well as all applicable federal and state laws on nondiscrimination. The University provides equal opportunities for qualified persons in all aspects of institutional operations and does not discriminate on the basis of race, color, national origin, ethnic origin, religion, creed, age, physical or mental disability, veteran status, uniformed service, political belief, sex, sexual orientation, gender identity, gender expression, pregnancy, marital status, genetic information or social or economic status.

Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.