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 request handling 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 addressed within SLAs
• Track, analyze, and report on service performance metrics
• Prepare reporting for both internal and customer-facing meetings
• Act as an escalation point for customer satisfaction and service delivery issues
• Partner with the Quality Manager to maintain and improve knowledge base quality and usability
• Participate in regular customer meetings and represent service delivery performance
• Collaborate with the Service Delivery Manager on HR processes including hiring, onboarding, training, and performance management
• Develop and execute training and development plans to maintain team capability and certifications
• Manage workforce planning, including resource allocation, absenteeism, and turnover
• Support Change Management activities, including testing, documentation, and reporting, as required

Key Skills & Competencies

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

Qualifications & Experience

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

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

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