Team Lead, MSP Field Services

- Employment Type:

Full-Time

- FLSA Status:
Exempt

- Department: MSP

- Work Location:

Onsite in Los Angeles, California, Monday through Friday, 8:00 a.m.–5:00 p.m.

- Travel:
Regular local travel between client sites is required; a valid driver’s license is required

- Schedule:

Availability for nights, weekends, or after-hours support as needed

The MSP Field Services Team Lead provides hands‑on leadership and direct supervision for a technical support team dedicated to one large, multi‑site enterprise client. This role oversees service desk technicians, field services technicians, and a network administrator; coordinates scheduling, dispatch, escalations, and onsite support; and reinforces consistent technical, documentation, and client‑service standards. The Team Lead also supports complex technical needs and multi‑site onboarding initiatives while maintaining clear communication with client stakeholders and internal teams.

• Lead, mentor, and directly supervise a dedicated team of service desk technicians, field services technicians, and a network administrator supporting one large, multi-site enterprise client.
• Provide coaching, training, and performance feedback while reinforcing technical, service, documentation, and operating standards.
• Manage day-to-day team operations, including scheduling, dispatch, workload distribution, timesheet review, paid time off requests, and employee performance concerns.
• Coordinate onsite support across multiple client locations and optimize team capacity and field resources.
• Coordinate third‑party field resources when additional onsite support is required.
• Monitor support cases, team assignments, time allocation, service metrics, and key performance indicators.
• Review and take action on Connect Wise Manage service boards to support timely resolution and MSP performance goals.
• Identify, manage, and coordinate escalations, ensuring clear follow‑up with clients, end users, team members, and client leadership.
• Document, maintain, and enforce best practices, client runbooks, service information, and standard operating procedures.
• Provide hands‑on technical troubleshooting and support for complex client technology needs, collaborating with internal teams and outside resources as appropriate.
• Coordinate technology onboarding, implementations, and related support activities across multiple client sites.
• Facilitate technical and operational meetings and explain technical information clearly to non‑technical audiences.
• Travel locally between client sites to support team operations, client needs, and onsite initiatives.
• Perform other duties as assigned.

• High school diploma or GED equivalent.
• Three to five years of experience in field services, IT support, or a related technical support role.
• Previous experience directly supervising technical support employees, including coaching, performance management, scheduling, timesheet review, and paid time off administration.
• Experience working in a managed services provider environment or supporting a dedicated, multi‑site enterprise client.
• Working knowledge of networking, Windows Server, Microsoft 365, cloud infrastructure, and endpoint environments, with the ability to troubleshoot issues and coordinate advanced support or escalation when needed.
• Experience supporting Microsoft Windows environments; familiarity with macOS and Linux is beneficial.
• Strong problem‑solving, troubleshooting, organization, prioritization, and time‑management skills.
• Strong written and verbal communication skills, with the ability to work effectively with technical teams, end users, and client leadership.
• Professional demeanor, attention to detail, and the ability to manage…