Job Description

Description and Requirements
Role Overview
The Field Services Team Leader is responsible for leading a team of Field Services Analysts delivering on-site IT support, including incident management and service requests for Lenovo customers.
This role is accountable for team performance, service delivery metrics, and ensuring an exceptional customer experience—particularly for VIP and business-critical users.
Key Responsibilities
Lead and supervise a Field Services team supporting VIP users and business-critical environments
Monitor escalation queues and allocate resources to ensure tickets are resolved within SLAs
Track, analyze, and report on performance metrics for internal and customer review
Serve as an escalation point for customer satisfaction issues
Prepare reporting for regular customer and Lenovo meetings
Partner with the Quality Manager to maintain and imp...
            

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