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+ support, managing IT field service activities, and ensuring operational readiness of client end‑user and facility production IT devices. The Field Services Lead will also manage, mentor, and guide Field Services team members both on‑site and remotely.
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 by Security.
Support end‑user and IT devices, including Windows desktops/laptops, Apple devices (MacBooks, iPads, etc.), 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 central IT Service Desk to ensure SLA adherence and maintain high customer satisfaction levels.
Perform Moves, Adds, Changes (MAC) including equipment setup for end‑users.
Manage PC refresh and hardware asset lifecycle processes (imaging, configuration, deployment, reclamation); oversee IT equipment delivery and inventory.
Conduct weekly inventory audits and submit stock reports.
Coordinate with vendors for RMAs and troubleshoot hardware/software issues.
Manage and mentor technical team members, acting as their reporting manager.
Ensure successful completion of IT projects and initiatives.
Required Skills & Qualifications
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 an infrastructure or customer‑facing support team (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 ability to handle multiple projects and thrive in a fast‑paced, dynamic environment.
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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 by Security.
Support end‑user and IT devices, including Windows desktops/laptops, Apple devices (MacBooks, iPads, etc.), 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 central IT Service Desk to ensure SLA adherence and maintain high customer satisfaction levels.
Perform Moves, Adds, Changes (MAC) including equipment setup for end‑users.
Manage PC refresh and hardware asset lifecycle processes (imaging, configuration, deployment, reclamation); oversee IT equipment delivery and inventory.
Conduct weekly inventory audits and submit stock reports.
Coordinate with vendors for RMAs and troubleshoot hardware/software issues.
Manage and mentor technical team members, acting as their reporting manager.
Ensure successful completion of IT projects and initiatives.
Required Skills & Qualifications
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 an infrastructure or customer‑facing support team (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 ability to handle multiple projects and thrive in a fast‑paced, dynamic environment.
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