Field Services Lead

Job Summary

Virtusa is seeking a Field Services Lead to deliver reliable on‑site IT support services across client facilities. The role involves providing Level 2+ IT support, managing field service activities, and ensuring the operational readiness of client end‑user and facility production IT devices. The Field Services Lead will also manage and mentor Field Services team members in both on‑site and remote capacities.

• Provide on‑site Level 2 IT support to end‑users, resolving incidents, service requests, and problem tickets.
• Troubleshoot and resolve issues related to system hardware, application software, and operating systems; perform endpoint security remediations as assigned.
• Support end‑user and IT devices including Windows desktops/laptops, Apple devices (Mac Books, iPads), Chromebox, printers, scanners, and other peripherals.
• Provide hands‑on support for facility infrastructure, network, systems administration, and onsite event support (e.g., board meetings).
• Coordinate with the central IT Service Desk to ensure SLA adherence and maintain high customer satisfaction.
• Perform Moves, Adds, Changes (MAC) including equipment setup for end‑users.
• Manage PC refresh and hardware asset lifecycle processes (imaging, configuration, deployment, reclamation), IT equipment delivery, and IT asset inventory.
• Conduct weekly inventory audits and submit stock reports.
• Coordinate with vendors for RMAs and troubleshooting of hardware/software issues.
• Lead and mentor Field Services team members, providing guidance and performance management.
• Oversee multiple IT projects, ensuring timely delivery and adherence to standards.

• 7–10 years of experience in IT field services or deskside support, with proven management experience.
• CompTIA A+ certification.
• Strong understanding of ITIL framework and IT technologies.
• Experience managing infrastructure or customer‑facing support teams (e.g., desk‑side services).
• Experience working with technology vendors.
• Proficient in Microsoft Office tools, including Excel and PowerPoint.
• Excellent verbal, written, and presentation skills.
• Proven success in managing IT projects and handling multiple assignments.
• Ability to thrive in a fast‑paced, dynamic environment.

Seniority level:
Associate

Employment type:

Full‑time

Job function:
Engineering and Information Technology

Industries: IT Services and IT Consulting

Location:

New York, NY