Support Field Services Lead

Job Description

Job Description

We are looking for a Support Field Services Lead to guide daily service operations across remote support and onsite technical teams in Baltimore, Maryland. This position combines team leadership, ticket coordination, and direct technical contribution to keep service delivery organized, responsive, and customer-focused. The ideal candidate brings strong judgment, practical troubleshooting experience, and the ability to manage priorities effectively in a fast-paced support environment.

Responsibilities:
• Guide daily activities for both remote support and field service staff, helping maintain consistent performance and service quality across the team.
• Coach less-experienced technicians through regular knowledge sharing, practical mentorship, and reinforcement of strong communication and documentation habits.
• Review incoming requests, determine urgency and required expertise, and direct work to the most appropriate support, engineering, or field resource.
• Monitor technician capacity and service queues throughout the day, adjusting assignments and schedules to reduce delays and improve productivity.
• Track open issues against service expectations, follow up on aging requests, and raise concerns when response or resolution targets are at risk.
• Communicate clearly with customers regarding progress updates, appointment coordination, service interruptions, and changing priorities.
• Evaluate tickets for completeness, accuracy, and professionalism while reinforcing standards for notes, time tracking, and overall record quality.
• Assist with onboarding new team members and recommend workflow, triage, or training improvements based on recurring service trends.
• Provide hands-on support during peak demand periods and contribute to the resolution of higher-complexity or escalated technical issues.
• Participate in team meetings, operational check-ins, and post-issue reviews, occasionally leading discussions when needed.• 3+ years of experience in technical support, service desk operations, or deskside support, including responsibility for ticket coordination or team guidance.
• Working knowledge of Active Directory and common end-user support practices in a business environment.
• Experience managing service desk tickets, including prioritization, routing, escalation handling, and follow-through.
• Ability to balance operational oversight with direct technical troubleshooting in both remote and onsite service settings.
• Strong communication skills with the ability to interact professionally with customers, technicians, and leadership.
• Demonstrated attention to detail in documentation, time entry, and service record accuracy.
• Ability to make sound decisions under pressure while managing multiple priorities and changing workload demands.