We are looking for a skilled IT Field Services Lead to oversee and enhance the delivery of field services operations. In this role, you will play a critical part in managing resources, driving productivity improvements, and ensuring service level agreements (SLAs) are consistently met. This is a Contract-to-Permanent position based in Rochester, New York. Responsibilities:• Supervise the incident and maintenance services to ensure end-user issues are resolved in alignment with customer expectations.• Organize and schedule field service activities to optimize resource allocation and meet operational demands.• Handle technical escalations by collaborating closely with the customer’s service owner.• Facilitate communication about widespread incidents by coordinating with the Service Owner and Communication Office.• Develop and execute proactive measures to minimize recurring incidents, with a focus on top issues affecting the area.• Ensure proper management and resolution of service requests in alignment with organizational standards.• Drive change management strategies to streamline processes and support team adaptation to new initiatives.• Maintain and enhance business processes to improve information dissemination, sharing, and utilization.• Foster an environment that promotes efficiency and high-quality output among team members.

• A minimum of 5 years of experience in managing and leading end-user support or field service projects. • Proven expertise in planning and executing innovation and technological renewal initiatives. • Solid technical knowledge in microinformatics and related areas. • Familiarity with service management tools and methodologies, including ITIL processes. • Strong leadership skills with the ability to organize, plan, and coordinate tasks across multiple teams. • Experience in creating and maintaining technical manuals and procedures. • Proficiency in identifying risks, addressing deviations, and implementing effective solutions. • Knowledge of Microsoft tools and best practices for field service management.

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Rochester, NY
onsite
Contract / Temporary to Hire
20.90 - 24.20 USD / Hourly
We are looking for a skilled IT Field Services Lead to oversee and enhance the delivery of field services operations. In this role, you will play a critical part in managing resources, driving productivity improvements, and ensuring service level agreements (SLAs) are consistently met. This is a Contract-to-Permanent position based in Rochester, New York. Responsibilities:• Supervise the incident and maintenance services to ensure end-user issues are resolved in alignment with customer expectations.• Organize and schedule field service activities to optimize resource allocation and meet operational demands.• Handle technical escalations by collaborating closely with the customer’s service owner.• Facilitate communication about widespread incidents by coordinating with the Service Owner and Communication Office.• Develop and execute proactive measures to minimize recurring incidents, with a focus on top issues affecting the area.• Ensure proper management and resolution of service requests in alignment with organizational standards.• Drive change management strategies to streamline processes and support team adaptation to new initiatives.• Maintain and enhance business processes to improve information dissemination, sharing, and utilization.• Foster an environment that promotes efficiency and high-quality output among team members.
2025-09-30T12:33:46Z

It Field Services Lead Job in Rochester | Robert Half