This position will be responsible for the direct supervision of the following teams:

6x Road Techs
2x Escalation / Server Road Techs

Ongoing supervision requirements may be subject to change based on strategic and/or operational growth within the Company. In addition to the above supervisory duties, this position will work closely with the Head of Operations and other Service Department Managers. They will collaborate and be accountable to the Client Project Coordination (CPC) team and the Client Services Department on all relevant aspects of road work and projects performed by the positions identified above. In addition, they will work with the Training and Development coordinator to ensure that all Field Service team members stay fully engaged and are appropriately trained.

The FSL will assist customers and field technicians from TAB and will continue to perform various technical tasks. These tasks include but are not limited to installation, diagnosis, repair, and maintenance of all components in a small business computing environment. They will be aware and engaged as needed in all aspects of Priority One (emergency) responses, whether in-house or onsite.

The FSL will work closely with TAB’s Human Resources Administrator to review and document all aspects of personnel within their accountability.

A wide degree of creativity and latitude is expected.

Qualifications:

A minimum of seven years of hands-on experience introducing, administering, and supporting all things found within the SMB IT marketplace is required (in-house, hybrid, and cloud-based type of configurations).
A minimum of a two-year degree with equivalent work experience is required. A Bachelor’s degree is preferred.
Industry-based certifications are required.
Experience managing a team of technical personnel.
Excellent communicative oral and written skills and strong organizational abilities are required.
Advanced infrastructure experience, including migrations, Networking,
VoIP, Server Infrastructure and end-user computing.

Duties and Responsibilities:

Support Field Services personnel and customers (remote and onsite) by diagnosing and correcting equipment failure and malfunctions.
FSL is responsible for holding quarterly meetings with each direct report and delivering annual performance reviews.
Be a champion of creating and maintaining internal documentation such as policies and standard operating procedures (SOP).
Ensure all direct reports perform timely and accurate time postings against tickets.
Attend and/or lead operational meetings for the Service department.
The FSL will be a key player in the support, and maintenance, of TAB’s internal infrastructure.
The FSL in this role will be part of TAB’s After-Hours Support / on-call rotation.
The FSL, as any other team member at TAB, may occasionally have to work outside of business hours to assist clients and/or meet deadlines.
Perform other related duties incidental to the work described herein.

Licenses:

FSL must maintain a valid driver’s license and a satisfactory driving record.

Physical Requirements and Working Conditions:

FSL must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 75 pounds; vision to read printed materials and a computer screen; and hearing and speech (English Language) to communicate in person and over the telephone.

TAB Computer Systems

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Field Service Lead