Virtusa is seeking a Field Services lead to deliver reliable on site IT support services across client facilities. Field Services technicians will be responsible for Level 2 +support and various IT field service activities to ensure the availability and operational readiness of client end user and facility production IT devices. Additionally, the Field Services lead will provide management and mentorship to Field Services team members in an on-site and remote capacity.Provide onsite Level 2 IT support to end users resolving incidents, service requests, and problem tickets assigned to Field Services assignment groupTroubleshoot and resolve issues related to system hardware, application software, and operating systems. Perform endpoint security remediations as assigned by SecurityExperience in supporting end user and IT devices, such as Windows desktops and laptops, Apple devices (i.e MacBooks, iPads, etc.)Chromebox, Printers, Scanners, etc.Provide hands and feet support for facility infrastructure network, systems admin, etc and onsite event support ie. board meetingsCoordinate with the central IT Service Desk to ensure adherence to SLAs and maintain high levels of customer satisfactionPerform equipment setup for Moves , Adds, Changes MACManage PC refresh and hardware asset lifecycle processes (imaging, configuration, deployment, reclamation), manage IT equipment delivery and IT asset inventory including computers, peripherals, and accessoriesConduct weekly inventory audits and submit stock reportCoordinate with vendors for RMAs and troubleshooting of hardware software issuesExperience in management of a technical teamMentor team members as their reporting managerRequired SkillsEducation Bachelor degree in IT, Computer Science, or related field and or equivalent work experience7 to10 years experience in IT field services or deskside support with proven management experienceCompTIA A+ certificationUnderstanding of ITIL frameworkUnderstanding of IT technologiesExperience managing an Infrastructure or customer-facing support eg Desk side servicesExperience working with technology vendorsProficient in Microsoft Office tools, including Excel and Powerpoint Excellent verbal, written and presentation skills Proven success in managing IT projectsAbility to handle multiple projects and assignmentsProven ability to thrive in a fast paced, dynamic environment..
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+ IT support, managing field service activities, and ensuring the operational readiness of client end-user and facility production IT devices. The Field Services Lead will also manage and mentor Field Services team members in both on-site and remote capacities.
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.
Support end-user and IT devices including Windows desktops/laptops, Apple devices (MacBooks, iPads), 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 the central IT Service Desk to ensure SLA adherence and maintain high customer satisfaction.
Perform Moves, Adds, Changes (MAC) including equipment setup for end-users.
Manage PC refresh and hardware asset lifecycle processes (imaging, configuration, deployment, reclamation), IT equipment delivery, and IT asset inventory.
Conduct weekly inventory audits and submit stock reports.
Coordinate with vendors for RMAs and troubleshooting of hardware/software issues.
Lead and mentor Field Services team members, providing guidance and performance management.
Oversee multiple IT projects, ensuring timely delivery and adherence to standards.
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 infrastructure or customer-facing support teams (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 success in managing IT projects and handling multiple assignments.
Ability to thrive in a fast-paced, dynamic environment.
