What are the responsibilities and job description for the Field Services Lead position at Virtusa?
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.
Key Responsibilities
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.
Key Responsibilities
- 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 (MacBooks, 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.