Support & Field Services Lead - Hybrid; Baltimore - Towson

Description

Klik Solutions is an equal opportunity employer and complies with all applicable federal, state, and local laws prohibiting discrimination in employment. In all hiring and employment practices, Klik Solutions does not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, citizenship status, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable law.

Consistent with the Americans with Disabilities Act (ADA), Klik Solutions is committed to providing reasonable accommodations to qualified applicants and employees with disabilities. If you need assistance or accommodation due to a disability, please contact [HR contact information]. All requests for reasonable accommodation will be evaluated on a case‑by‑case basis in accordance with applicable laws.

Klik Solutions has evolved far beyond its origins as a Managed Services Provider (MSP). Today, we are a comprehensive technology solutions provider offering a broad spectrum of services, including digital marketing, data services, software and application development and integration, compliance, security solutions, and cloud expertise.

We partner with our clients to provide end‑to‑end technology solutions, helping them thrive in the digital era through robust IT structures, strategic digital marketing, data‑driven insights, regulatory compliance, security measures, and seamless software and application integration.

The Support & Field Services Lead plays a critical role in ensuring the daily operational success, efficiency, and service quality across Klik Solutions’ Support and Field teams.

Reporting to the Support Services Manager, this role serves as both the technical team lead and the operational queue manager, overseeing ticket triage, workload distribution, SLA adherence, and frontline team mentorship across remote, hybrid, and field‑based technicians. The Support & Field Services Lead acts as the bridge between technicians and leadership while functioning as the central coordination point for inbound service requests and onsite dispatch.

This role is responsible for maintaining optimal resource utilization across both remote support and field‑deployed staff, ensuring accurate ticket assignment, supporting escalations, and driving accountability across the full team. The ideal candidate understands the nuances of hybrid service delivery—where work location is driven by client need—and balances hands‑on technical capability with operational oversight, leadership presence, and strong decision‑making under pressure.

• Support the Support Services Manager in day‑to‑day supervision of both the support and field teams.
• Serve as the primary point of contact for technician questions, guidance, and real‑time escalations.
• Mentor junior team members and promote cross‑training and knowledge sharing.
• Lead by example in client communication, documentation quality, and professionalism.
• Participate in and occasionally lead daily standups, sync meetings, and debrief sessions.
• Provide informal feedback and contribute to performance evaluations.

• Own daily monitoring and management of all incoming service tickets (phone, email, portal, alerts).
• Perform triage to ensure accurate categorization, prioritization, and assignment.
• Route tickets to the appropriate Support, Engineering, or Field resources based on skillset, urgency, and SLA requirements.
• Balance technician workloads to maximize productivity and billable utilization.
• Coordinate scheduling of onsite and field technical resources.
• Reassign or reroute tickets due to PTO, shift transitions, or capacity constraints.
• Escalate service requests that risk breaching service levels.
• Monitor real‑time queue health and adjust assignments to prevent bottlenecks.

• Monitor open tickets to ensure compliance with response…