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 Service Now 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 Service Now 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…