Field Service Technician

The DWP Tower FSS Lead will be responsible for leading Field Support Services within the Digital Workplace tower, ensuring consistent, high-quality onsite and remote end-user support across business locations. The role will drive operational excellence, SLA adherence, user experience improvement, governance discipline, and coordination across Service Desk, EUC, Infrastructure, Security, Asset Management, and client/business stakeholders. Key Responsibilities Lead day-to-day Field Support Services operations across assigned sites, ensuring timely resolution of end-user incidents, requests, escalations, and onsite support requirements. Own service delivery performance for the FSS tower, including SLA compliance, ticket quality, backlog management, aging analysis, first-time-right resolution, and user satisfaction outcomes. Coordinate with Service Desk, EUC engineering, endpoint management, network, security, collaboration, asset management, and infrastructure teams to drive seamless incident and request fulfillment. Manage onsite support activities including walk-up support, floor walking, VIP support, conference room and collaboration equipment support, printer support, smart-hands assistance, and remote/hybrid user support. Ensure all FSS activities are properly logged, updated, and closed in ServiceNow or the applicable ITSM tool with accurate categorization, notes, ownership, and resolution details. Drive operational governance through regular service reviews, performance dashboards, daily/weekly checkpoints, risk tracking, escalation management, and corrective action follow-through. Support device lifecycle processes including provisioning, de-provisioning, refresh, break-fix coordination, hardware asset management, inventory reconciliation, and compliance with asset control processes. Partner with regional and site stakeholders to understand business priorities, upcoming events, site changes, VIP needs, and capacity requirements. Identify opportunities for service improvement, automation, knowledge management, shift-left, self-service adoption, and repeat-incident reduction. Lead and mentor field support team members, ensuring process adherence, technical readiness, customer service discipline, and continuous capability improvement. Support audit, compliance, security, and data protection requirements related to end-user devices, asset handling, access controls, and operational documentation. Act as an escalation point for critical user-impacting issues and coordinate timely communication with internal leadership and business stakeholders. Required Skills and Experience Strong experience in Digital Workplace Services, Field Support Services, End User Computing, desktop support, or infrastructure operations. Good understanding of ITSM processes including incident, request, problem, change, escalation, and major incident coordination. Hands-on exposure to ServiceNow or similar ITSM platforms for ticket management, reporting, SLA tracking, and operational governance. Knowledge of Windows endpoints, macOS support, mobile devices, Microsoft 365, endpoint management, remote support tools, printers, collaboration devices, and conference room technologies. Experience managing onsite support teams, dispatch models, VIP support, walk-up support, and multi-site field service operations. Strong stakeholder management skills with the ability to work with business users, site leaders, technical towers, vendors, and internal leadership. Ability to analyze operational data, identify trends, drive corrective actions, and present service performance in a clear and concise manner. Strong communication, ownership, prioritization, and problem-solving skills. Experience in asset management, device lifecycle, inventory control, and compliance documentation will be preferred. ITIL Foundation certification or equivalent process knowledge is preferred. Qualifications Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline; equivalent operational experience may be considered. Typically 8–12 years of overall IT experience, with at least 3–5 years in field services, EUC operations, digital workplace support, or service delivery leadership. Prior experience in a lead, tower lead, site lead, service delivery, or operations governance role is desirable. Key Success Measures SLA and OLA adherence across incidents, service requests, dispatch, and onsite support activities. Reduction in aged tickets, repeat incidents, escalations, and user-impacting service gaps. Improved end-user satisfaction and stakeholder feedback for field support services. Accurate ticket documentation, asset updates, and compliance with operational controls. Timely execution of device lifecycle, site support, VIP support, and business event support requirements. Demonstrated improvements through automation, knowledge articles, shift-left opportunities, and process standardization. Customer-first mindset with a strong focus on user experience and service quality. High ownership, accountability, and urgency in managing operational priorities. Ability to remain calm and structured during escalations, outages, and high-pressure situations. Collaborative working style with strong cross-tower coordination and follow-through. Process discipline, attention to detail, and commitment to audit-ready operations. Continuous improvement mindset with a focus on simplification, automation, and business value. A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year. Disclaimer HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to View email address on click.appcast.io for investigation. #J-18808-Ljbffr HCLTech