Team Lead, Field Services - Refresh Project Team

Job Title:

Team Lead, Field Services - Refresh Project Team

Location:

Onsite – Nashville, TN

Employment Type:

Full-Time

Experience Level: Team Lead (5–7 years of experience in desktop support or related field)

Company: CTG (Computer Task Group) – Supporting a client in the Mid-South region

CTG is seeking motivated and customer-focused Field Services Technicians to support desktop and end-user device operations for a valued client in Nashville, TN. This is an excellent opportunity for individuals with foundational IT experience or training to grow their careers in a dynamic and hands‑on technical environment.

• Lead troubleshooting efforts for complex technical issues and escalations.
• Mentor and support junior technicians in daily operations.
• Coordinate with cross‑functional teams for system upgrades and deployments.
• Ensure compliance with IT policies and procedures.
• Provide advanced support for specialized devices and software used in medical and lab environments.
• Image desktops and laptops with Office 365 and other required software.
• Troubleshoot and resolve imaging issues.
• Install and configure end‑user software and tools.
• Validate system builds to ensure readiness for deployment.
• Respond to help desk calls and provide on‑site troubleshooting for desktops, laptops, and peripheral devices.
• Map and troubleshoot printers, network drives, and connectivity issues.
• Confirm resolution with end users and escalating unresolved issues per client procedures.
• Assist with deployment of laptops, M365 support, Zebra printers, medical lab devices, and general end‑user support.
• Maintain clear and professional communication with customers.
• Perform basic hardware maintenance and component replacement.
• Track and manage inventory of IT equipment.

• Basic knowledge of desktop/laptop hardware, software, and operating systems.
• Proven experience in managing and resolving complex desktop support issues.
• Ability to lead small technical projects and deployments.
• Experience with enterprise‑level ticketing systems and documentation.
• Advanced troubleshooting skills for hardware, software, and network‑related issues.
• Strong analytical and problem‑solving abilities.
• Familiarity with PC imaging and operational programs.
• Experience working within SLA frameworks and escalation protocols.
• Strong interpersonal and organizational skills.
• Basic understanding of workstation backups and restores.
• Solid communication skills across all organizational levels.
• Familiarity with Microsoft 365 troubleshooting.
• Preferred: A+ Certification or equivalent technical certification.

• 1–2 years of experience in supervisory desktop support or equivalent technical training.
• 5–7 years of experience in Desktop support or equivalent technical training.
• Eager to learn and grow in a fast‑paced IT support environment.
• Comfortable working independently and collaboratively.
• Reliable, detail‑oriented, and customer‑service focused.
• Team Leadership and Supervision:
  • Supervise and mentor Field Services Technicians, providing guidance and support.
  • Coordinate daily tasks and ensure team adherence to SLA and escalation procedures.
  • Conduct performance reviews and assist in training and onboarding new technicians.
  • Serve as primary point of contact for escalated technical issues and client communications.
  • Collaborate with management to improve service delivery and operational efficiency.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law.

CTG is fully committed to promoting employment opportunities for members of protected classes.