MSP Field Services Team Lead

DAS Health • Orlando, FL

4d • Hybrid

About The Position

The MSP Field Services Team Lead is a hybrid role that combines remote technical support with onsite technical services at client facilities. This position provides leadership and hands-on technical support to MSP clients, primarily in the Orlando, FL area, while also supporting client locations throughout Florida as business needs require.
This role oversees daily Field Services operations, ensures adherence to service standards and KPIs, and serves as an escalation point for complex technical and client issues. The ideal candidate is highly technical, customer-focused, and flexible, with the ability to travel and provide after-hours support when required.

Requirements

• High school diploma or GED equivalent required
• 3–5 years of experience in Field Services, IT Support, or a similar role within an MSP or enterprise IT environment
• Demonstrated experience managing, mentoring, or leading technical teams
• Windows Server and cloud environments (Azure, AWS, WVD); Microsoft 365 Email and Office products; Microsoft Windows, macOS, and Linux environments; networking concepts and infrastructure
• Advanced troubleshooting and problem-solving abilities
• Strong verbal and written communication skills
• Excellent organization, time management, and attention to detail
• Ability to manage multiple concurrent tasks or tickets
• Self-starter with a professional demeanor and ability to work independently within a remote or distributed team
• Willingness to work evenings, weekends, and after-hours as business needs require
• Valid driver’s license with reliable transportation and the ability to drive to client locations throughout Florida

Nice To Haves

• CompTIA A+ and Network+
• Microsoft certifications (e.g., MCSE, MTA: Windows Server Administration Fundamentals)

Responsibilities

• Lead and mentor the Field Services team by providing coaching, training, and reinforcement of technical and operational standards
• Deliver hands-on technical support both remotely and onsite to resolve advanced client issues and support overall MSP service delivery
• Manage scheduling and dispatch processes to optimize technician utilization and ensure timely onsite support
• Travel to client locations primarily in the Orlando area, with additional travel throughout Florida for projects, training, escalations, and special initiatives
• Coordinate onsite activities involving internal field technicians and third-party field resources
• Document and enforce best practices and standard operating procedures for the Field Services team
• Serve as an escalation point for Field Services issues, ensuring timely resolution and clear communication with clients and internal stakeholders
• Monitor and action ConnectWise Manage Service Boards to meet service level agreements and performance metrics
• Oversee day-to-day operations including PTO approvals, timesheets, and workload distribution
• Address performance issues and employee concerns professionally and promptly
• Maintain client documentation including runbooks and service information
• Provide evening, weekend, and after-hours support as required by business or client needs
• Perform additional duties as needed

Benefits

• Competitive compensation
• Comprehensive benefits package
• Paid time off and holidays
• Opportunities for professional growth and development
• A mission-driven organization focused on improving healthcare through technology

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees