Team Lead, MSP Field Services

Job Description

Insight Global is looking for a 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.

What You’ll Do

• 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.

Skills and Requirements

• 5-10 years of IT Field Services experience
• At least 2 years of experience in a leadership / lead role
• MUST have experience working for an MSP
• Experience with ticketing systems, documentations systems and monitoring systems
• Need to have time entry experience, so that they can lead and monitor their own teams time entry
• ConnectWise ticketing systems
• IT Glue documentation systems
• Remote Monitoring systems
• Orion monitoring experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].