Support & Field Services Lead - Hybrid (Baltimore - Towson)

Klik Solutions, LLC•Baltimore, MD

2d•$60,000 - $65,000•Hybrid

About The Position

The Support & Field Services Lead plays a critical role in ensuring the daily operational success, efficiency, and service quality across Klik Solutions’ Support and Field teams. Reporting to the Support Services Manager, this role serves as both the technical team lead and the operational queue manager, overseeing ticket triage, workload distribution, SLA adherence, and frontline team mentorship across remote, hybrid, and field-based technicians. The Support & Field Services Lead acts as the bridge between technicians and leadership while functioning as the central coordination point for inbound service requests and onsite dispatch. This role is responsible for maintaining optimal resource utilization across both remote support and field-deployed staff, ensuring accurate ticket assignment, supporting escalations, and driving accountability across the full team. The ideal candidate understands the nuances of hybrid service delivery—where work location is driven by client need—and balances hands-on technical capability with operational oversight, leadership presence, and strong decision-making under pressure.

Requirements

3–5 years of experience in technical support, service desk, or field services roles (MSP experience strongly preferred).
Demonstrated leadership, mentorship, or senior technician experience.
Strong working knowledge of ticketing/PSA systems and dispatch workflows.
Understanding of SLA-driven service environments.
Direct experience coordinating field or onsite technical resources, including hybrid teams where work location is driven by client need.
Working knowledge of networking fundamentals and remote support tools.
Operational awareness and decisive prioritization
Strong multitasking and workload balancing skills
Proactive leadership and accountability
Clear and confident communication
Client-first mindset
Sound judgment under pressure
Ability to balance hands-on technical work with team oversight
Comfort managing distributed and hybrid teams across remote and client-site environments

Responsibilities

Support the Support Services Manager in day-to-day supervision of both the support and field teams.
Serve as the primary point of contact for technician questions, guidance, and real-time escalations.
Mentor junior team members and promote cross-training and knowledge sharing.
Lead by example in client communication, documentation quality, and professionalism.
Participate in and occasionally lead daily standups, sync meetings, and debrief sessions.
Provide informal feedback and contribute to performance evaluations.
Own daily monitoring and management of all incoming service tickets (phone, email, portal, alerts).
Perform triage to ensure accurate categorization, prioritization, and assignment.
Route tickets to the appropriate Support, Engineering, or Field resources based on skillset, urgency, and SLA requirements.
Balance technician workloads to maximize productivity and billable utilization.
Coordinate scheduling of onsite and field technical resources.
Reassign or reroute tickets due to PTO, shift transitions, or capacity constraints.
Escalate service requests that risk breaching service levels.
Monitor real-time queue health and adjust assignments to prevent bottlenecks.
Monitor open tickets to ensure compliance with response and resolution SLAs.
Identify aging tickets and proactively drive follow-up.
Escalate recurring delays, resourcing issues, or process breakdowns to leadership.
Report on utilization, throughput, and service metrics to the Support Services Manager
Act as a point of contact for inbound service requests when needed.
Ensure all incidents are properly logged with complete, accurate documentation.
Communicate with customers regarding ticket status, scheduling, outages, or priority shifts.
Improve client satisfaction through timely updates and effective service coordination.
Review tickets for documentation quality, technical completeness, and communication tone.
Ensure technicians follow established documentation and time entry standards.
Identify trends in recurring issues and suggest process or training improvements.
Support onboarding and ramp-up of new team members.
Contribute to continuous improvement of dispatch workflows and triage standards.
Assist with ticket resolution during high-volume periods or when queue capacity allows.
Support escalated or complex issues as needed.
Enter time and expenses accurately as required.
Understand and manage the hybrid nature of the team—where technician work location (remote vs. onsite) is determined by client requirements, not a fixed schedule.
Coordinate field dispatch based on client site requirements, technician location, availability, and skill alignment.
Ensure field technicians are properly briefed, equipped, and prepared prior to client-site visits.
Track and manage field activity, travel time, and onsite work to ensure accurate time entry and client billing.
Serve as the escalation point for field technicians encountering issues during onsite engagements.
Maintain visibility across both remote and field technician availability to support real-time workload balancing and same-day dispatch changes.
Oversee field office areas to ensure workspaces are organized, functional, and stocked with necessary supplies for technician readiness.
Manage equipment inventory including tools, loaner devices, cabling, and field kits—tracking check-out/check-in, condition, and replenishment needs.
Coordinate with leadership on equipment procurement, replacement cycles, and asset tracking to keep field operations running without gaps.
Ensure shared office and staging areas are maintained to a professional standard and reflect the operational standards expected of the team.