Field Services Team Lead / End User Computing (EUC) Lead

Job Description:

Technology environment: Microsoft-based end-user computing environment supporting Windows desktops/laptops (fat clients), VDI, and IGEL OS.

Primary responsibilities: Lead Field Services support for end-user device deployment, break/fix, ticket queue management and resolution, and customer service for clinical and business users.

Team/project focus: Lead team performance and service delivery, monitor ticket/SLA performance, and support project deployment objectives.

Daily Responsibilities

• Attend DSE Prep / DSE Call and provide all necessary updates.
• Ensure all updates are entered on the Huddle Board and DSE Board by end of day (EOD).
• Conduct team huddle(s).
• Attend the 8:30 EUE Team Call and provide necessary updates to dashboard.
• Attend all other required meetings and actively participate.
• If you cannot attend any required meeting, communicate coverage needed in advance.
• Monitor queue health:
• Ensure tickets are moving appropriately.
• Confirm tickets have proper updates (accurate time entries and clear notes).
• Identify and report on trending issues/items.
• Practice closed loop communication:
• Provide updates by EOD on any items escalated or brought to you that day.

Ongoing Responsibilities

• Ensure Field Services (FS) staff are completing their Core Duties.
• Monitor and track FS daily tasks.
• Coach staff when Core Duties are not completed consistently and log all coaching interactions.
• Conduct site visits (if applicable):
• Document each visit in a standard format.
• Submit the report by the day after the visit.
• Communicate changes and upcoming items to your team in a timely manner.
• Ensure all stories (e.g., in Jira/ServiceNow/etc.) are updated with:
• Proper notes
• Accurate time entries
• Conduct 1:1 meetings (folders) with each staff member monthly:
• Keep a log of topics discussed.
• Be prepared to review these logs in your folder.

Inventory Management

• Maintain par stock levels and report any needs to ITAM.
• Ensure IS&T working areas and stock rooms are tidy and clean.
• Ensure maintenance racks are actively worked; no item should remain over 30 days.
• Ensure RMA and salvage items are correctly labeled/marked.
• Remediate missing inventory items monthly and document actions taken.

TIME Management

• Ensure TIME is completed for all Field Services staff:
• Fully completed and accurate by Sunday prior to the Monday TIME due date.
• Track late clocking and address patterns as needed.
• Ensure TIME entries are correct and that applicable PTO/PHOL is accounted for.

Reports & Deliverables

• Team issues/needs:
• Report as needed; escalate items that require leadership support.
• Overall hours/tickets completed last sprint (workbook):
• Due by end of week on sprint closure.

• Ensure team is completing audits on every touch.
• Logged as pass/fail in workbook every end of month.

• Performance trends:
• If there are 5 sprints with missed time or ticket counts, a discussion with the staff member is required by end of the sprint closure week.
• Each additional sprint with missed counts moving forward needs to be discussed and documented.
• Add comments to missed deliverable items (hours/count) where context is needed.
• Tickets over 30 days old:
• Review and report monthly.
• Items in Maintenance over 30 days old:
• Review and report monthly.
• Ticket SLA tracking:
• Review biweekly.
• Report on any staff with 2 or more SLA misses.
• Coaching and follow-up emails are required for these misses.
• Report due by end of week on sprint closure.