IT Field Services Team Lead

At Morgan & Morgan, the work we do matters. For millions of Americans, we’re their last line of defense against insurance companies, large corporations or defective goods. From attorneys in all 50 states, to client support staff, creative marketing to operations teams, every member of our firm has a key role to play in the winning fight for consumer rights. Our over 6,000 employees are all united by one mission: For the People.

Job Title: IT Field Services Team Lead   Location: Las Vegas, NV 

Position Summary:

We are seeking an experienced and highly motivated IT Field Services Team Lead to supervise and support our dynamic team of field service technicians in various offices along the west coast.

This leadership role focuses on overseeing daily operations, providing hands-on technical guidance, and ensuring the successful delivery of on-site and remote IT support across various business units. The ideal candidate will have a strong technical foundation, exceptional leadership skills, and a passion for delivering high-quality, customer-focused IT services in a distributed environment.

Responsibilities:

· Lead and mentor a team of IT Field Technicians, offering guidance, coaching, and performance feedback to ensure professional growth and service excellence.

· Oversee daily field operations, including ticket management, technician dispatching, and escalations, ensuring timely resolution within defined SLAs.

· Coordinate site visits, installations, repairs, and maintenance tasks, ensuring minimal disruption to business operations.

· Serve as an escalation point for complex technical issues and collaborate with other IT teams to address infrastructure, networking, and application issues for resolution.

· Monitor key performance indicators (KPIs) for field operations; identify trends and implement continuous improvements to enhance service delivery.

· Promote and enforce a "white glove" service culture, ensuring a superior customer experience at every touchpoint.

· Provide rotational on-call support, acting as the primary contact during off-hours for critical field-related incidents and outages.

· Lead response efforts for Major Incidents, coordinating with internal stakeholders to ensure rapid diagnosis, resolution, and communication.

· Ensure field service documentation, policies, and standard operating procedures are accurate, up-to-date, and followed.

· Manage technician workloads, scheduling, and coverage planning, including training initiatives to expand capabilities across the team.

· Collaborate with IT leadership to integrate new technologies, tools, and processes that improve efficiency and user satisfaction.

· Support cross-functional projects and initiatives, offering field services insight to drive successful planning and execution.

· Maintain asset tracking and inventory procedures for equipment used in the field.

Qualifications:

· 3+ years of experience in IT support, including at least 1 year in a leadership or supervisory role within a field services or desktop support environment.

· Proven ability to manage distributed technical teams and resolve complex, on-site technical issues.

· Strong knowledge of desktop operating systems, hardware components, networking basics, and enterprise tools.

· Familiarity with ITSM practices and tools; experience with ITIL frameworks is preferred.

· Excellent communication and interpersonal skills with a strong customer service orientation.

· Demonstrated ability to lead through influence, coach team members, and manage performance effectively.

· Ability to prioritize tasks in a fast-paced, multi-site environment while managing logistics and personnel assignments.

· Valid driver’s license and ability to travel locally as needed.

Preferred Skills:

· ITIL Foundation certification or equivalent knowledge.

· Experience supporting remote and hybrid workforce environments.

· Working knowledge of Freshservice (ITSM) and Dialpad (telephony) platforms.

· Familiarity with cloud services, mobile device management, and digital employee experience (DEX) tools.

· Experience in incident response and major incident coordination in a distributed enterprise.

Join our team and help drive operational excellence through responsive, reliable, and efficient field-based IT support.

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Benefits

Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff.  For full-time employees, we offer an excellent benefits package including medical and dental insurance, 401(k) plan,  paid time off and paid holidays.

Equal Opportunity Statement

Morgan & Morgan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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