Role Overview

The Field Services Team Leader is responsible for leading a team of Field Services Analysts delivering on-site IT support, including incident management and service requests for Lenovo customers.

This role is accountable for team performance, service delivery metrics, and ensuring an exceptional customer experience—particularly for VIP and business-critical users.

Key Responsibilities

• Lead and supervise a Field Services team supporting VIP users and business-critical environments
• Monitor escalation queues and allocate resources to ensure tickets are resolved within SLAs
• Track, analyze, and report on performance metrics for internal and customer review
• Serve as an escalation point for customer satisfaction issues
• Prepare reporting for regular customer and Lenovo meetings
• Partner with the Quality Manager to maintain and improve team knowledge base structure, accuracy, and relevance
• Participate in customer meetings and represent service delivery performance
• Work with the Service Delivery Manager on HR activities, including hiring, onboarding, training, and performance management
• Develop and execute team training and development plans to maintain skills and certifications
• Manage workforce planning, including resource allocation, absenteeism, and turnover
• Participate in Change Management activities, including testing, documentation, and reporting (as required, including outside standard hours)

Key Skills & Competencies

• Strong written and verbal communication skills with the ability to engage stakeholders at all levels, including senior leadership and CIOs
• Ability to manage multiple priorities in a fast-paced, customer-focused environment
• Strong leadership and team management capabilities
• Experience with ITSM tools (ServiceNow preferred)
• Knowledge of ITIL/ITSM methodologies and best practices
• Strong problem-solving and decision-making skills
• Professional fluency in English

Qualifications & Experience

• Experience:
  Minimum of 5 years of experience in IT operations, including experience leading teams in internal or outsourced environments

• Education:
  Diploma or degree in IT, Business, or a related field

• Certifications (Preferred):
  ITIL Foundation
  Technical certifications (e.g., Microsoft, Linux, CompTIA A+)
  HDI certifications (Desktop Advanced Support Technician, Support Center Analyst)