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

Job description

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 notesAccurate time entriesConduct 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.