IT Field Services Lead | Escalations & Operations Coach

Jobtailor; Pleasanton (CA); On-site; USD 90,000 - 140,000; Full time

Job summary

Jobtailor in Pleasanton, CA is seeking a Senior IT Field Services Leader to provide efficient technical support, coordinate field service deployments, and mentor a team of IT professionals. The role emphasizes customer service excellence, escalation management, and cross-team collaboration.

The ideal candidate will have strong IT support and network administration experience, proven leadership, and the ability to drive continuous improvement across service delivery.

Qualifications

• Proven experience in IT support, network administration, or related technical field.
• Previous leadership, supervisory, or team coordination experience preferred.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication; can explain tech to non-technical audiences.
• Experience managing technical projects and coordinating across team members.
• Familiarity with IT infrastructure, ticketing systems, remote support tools, and CRM.
• Proficiency with Microsoft Office Suite.

Responsibilities

• Provide efficient, timely, and well-documented technical support across a variety of service requests and support tickets.
• Serve as a primary escalation point for complex Field Service issues.
• Build strong relationships with clients, vendors, and internal stakeholders to deliver exceptional customer service.
• Mentor, coach, and support team members through advanced troubleshooting and technical escalations.
• Coordinate desktop deployments, planning, scheduling, and implementation activities.
• Ensure all service tickets and tasks are properly documented and meet established service-level agreements (SLAs).
• Review and maintain accurate time entries for both personal and team-assigned work.
• Drive accountability and effective utilization of the ticketing system.
• Lead daily team operations and coordinate field service activities.
• Foster a culture of customer service excellence, continuous improvement, and professional growth.
• Set performance expectations, evaluate results, and address performance concerns when necessary.
• Identify opportunities to improve processes, workflows, and operational efficiency.
• Ensure the Managed IT Field Services team consistently meets or exceeds organizational goals.
• Perform additional duties as assigned.

Skills

IT Support Experience

Network Administration

Troubleshooting Skills

Technical Project Management

Team Leadership

Tools

Ticketing Systems

Remote Support Tools

CRM Platforms

Microsoft Office Suite

Job description

Jobtailor in Pleasanton, CA is seeking a Senior IT Field Services Leader to provide efficient technical support, coordinate field service deployments, and mentor a team of IT professionals. The role emphasizes customer service excellence, escalation management, and cross-team collaboration.

The ideal candidate will have strong IT support and network administration experience, proven leadership, and the ability to drive continuous improvement across service delivery.