Team Lead, MSP Field Services

DAS Health•Los Angeles, CA

4d•Onsite

About The Position

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.

Requirements

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 multiple concurrent tasks, support cases, and site priorities.
Valid driver’s license and ability to travel locally between client sites as required.

Nice To Haves

Relevant certifications such as CompTIA A+, Network+, Security+, or current Microsoft role-based certifications.
Experience supporting large enterprise clients in a dedicated account environment.
Experience with Microsoft Azure, Amazon Web Services, Azure Virtual Desktop, or similar cloud environments.
Project coordination or implementation experience, particularly involving multi-site technology onboarding.
Experience using ConnectWise Manage.

Responsibilities

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 ConnectWise 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.