Team Lead, MSP Field Services

DAS Health; Los Angeles (CA); Sur place; USD 95 000 - 130 000; Plein temps

Avantages offerts par ce poste

Unlimited PTO

Medical, Dental, Vision Insurance

401(k) with Company Match

Life Insurance

Disability Insurance

EAP

Résumé du poste

DAS Health in Los Angeles, CA is seeking an experienced Team Lead for MSP Field Services to supervise a multi-site team and oversee field and desk support. You will coordinate scheduling, escalations, and onsite deployments while maintaining high standards for technical and client service across client locations.

The role requires strong leadership, hands-on troubleshooting, communication with client stakeholders, and ability to travel locally. Exempt, full-time with evenings/weekends as needed.

Qualifications

• High school diploma or GED.
• 3–5 years in field services or IT support.
• Experience supervising technical staff.
• Experience in MSP or multi-site enterprise.
• Networking, Windows Server, M365, cloud infra, and endpoints.
• Experience supporting Windows, macOS, and Linux.
• Strong problem-solving and communication skills.
• Valid driver’s license and local travel.

Responsabilités

• Lead, mentor, and supervise service desk and field staff.
• Provide coaching and performance feedback while enforcing standards.
• Manage day-to-day team operations including scheduling and timesheets.
• Coordinate onsite support across multiple client locations.
• Coordinate third-party field resources for onsite support.
• Monitor support cases, assignments, and metrics.
• Review ConnectWise Manage boards to ensure timely resolution.
• Identify and coordinate escalations with clients and teams.
• Document and enforce SOPs and runbooks.
• Provide hands-on technical troubleshooting for complex needs.
• Coordinate onboarding and multi-site implementations.
• Facilitate technical meetings and explain to non-technical audiences.
• Travel locally between client sites as required.

Connaissances

Team leadership

Supervision

Networking

Windows Server

Microsoft 365

Cloud infra

Endpoints

Windows

macOS

Linux

Troubleshooting

Documentation

Communication

Azure

AWS

ConnectWise Manage

Formation

High School Diploma

Outils

ConnectWise Manage

Azure

AWS

Description du poste

Team Lead, MSP Field Services

- Employment Type: Full-Time

- FLSA Status: Exempt

- Department: MSP

- Work Location: Onsite in Los Angeles, California, Monday through Friday, 8:00 a.m.–5:00 p.m.

- Travel: Regular local travel between client sites is required; a valid driver’s license is required

- Schedule: Availability for nights, weekends, or after-hours support as needed

Position Summary

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.

Key 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

What Success Looks Like

A successful MSP Field Services Team Lead builds a dependable, well‑coordinated team that consistently meets service, quality, and client expectations across multiple locations. They coach employees effectively, keep work organized, address escalations promptly, communicate clearly with client stakeholders, strengthen documentation and operating practices, and remain engaged enough technically to guide troubleshooting and support smooth site onboarding and day‑to‑day operations.

About DAS Health

DAS Health is a leading provider of healthcare IT and business solutions that helps healthcare organizations improve operations, strengthen technology performance, and deliver exceptional patient care.

We partner with physician practices, senior care organizations, specialty providers, and healthcare groups across the country to deliver innovative solutions including managed IT services, cybersecurity, cloud technologies, revenue cycle solutions, EHR consulting, and strategic business services.

At DAS Health, you'll join a collaborative, mission‑driven team dedicated to helping healthcare organizations succeed through technology, expertise, and exceptional service.

Why Join DAS Health

• Unlimited Flexible Paid Time Off (PTO) for eligible exempt employees
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Company‑Paid Life Insurance
• Company‑Paid Disability Insurance
• Employee Assistance Program (EAP)
• Professional Development Opportunities
• Career Growth Opportunities
• Collaborative and supportive team culture
• Opportunity to make a meaningful impact in healthcare

Equal Opportunity Employer

DAS Health is an Equal Opportunity Employer committed to fostering an inclusive workplace where all employees are valued and respected. We celebrate diversity and make employment decisions based on qualifications, merit, and business needs without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.

Our Commitment to Diversity & Inclusion

DAS Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by federal, state, or local laws.

Accommodation Notice

If you require reasonable accommodation in completing this application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [e-mail].

Employment at Will

Nothing in this job posting or description guarantees employment for any specific period or under any specific terms. Employment with DAS Health is "at-will."