Position Details

Type Full-Time

Experience lead

Exp. Years 3–5 years

Education High school diploma or GED equivalent

Category IT Support & Helpdesk

About this role

Lead the MSP Field Services team by combining hands-on remote support with onsite technical services for clients across Florida. Own daily field operations including dispatch/scheduling, documentation standards, and acting as the escalation point for complex issues.

Key Responsibilities

Lead and mentor the Field Services team
Deliver hands-on technical support (remote and onsite)
Manage scheduling and dispatch processes
Monitor and action ConnectWise Manage Service Boards to meet SLAs and performance metrics
Serve as an escalation point for complex Field Services issues

Technical Overview

Provide advanced troubleshooting for MSP clients and ensure service delivery meets KPIs and Service Level Agreements using ConnectWise Manage Service Boards. Maintain runbooks/technical documentation and enforce standard operating procedures for field technicians.

Ideal Candidate

The ideal candidate is a technically strong MSP Field Services professional with 3–5 years of experience supporting clients both remotely and onsite. They can lead and mentor technicians, manage daily field operations (dispatch, scheduling, workload), and act as an escalation point for complex issues using ConnectWise Manage to track service delivery against KPIs and SLAs.

Must-Have Skills

High school diploma or GED equivalent3–5 years of experience in Field ServicesIT Supportor a similar role within an MSP

Tools & Platforms

ConnectWise Manage

Required Skills

Field ServicesIT Supporthands-on technical supportescalation pointschedulingdispatch processestechnician utilizationbest practices documentationstandard operating proceduresConnectWise Manage Service BoardsService Level Agreements (SLAs)KPIsrunbooksPTO approvalstimesheetsworkload distributionafter-hours support

Hard Skills

Field ServicesIT SupportAdvanced client issue troubleshootingEscalation managementSchedulingDispatch processesTechnician utilization optimizationService delivery managementBest practices documentationStandard operating proceduresService Level Agreements (SLAs) performance metricsConnectWise Manage Service BoardsPTO approvalsTimesheetsWorkload distributionRunbooksClient documentation maintenanceEveningweekendand after-hours support

Soft Skills

LeadershipMentoringCoachingTrainingCustomer focusFlexibilityProfessional and prompt handling of performance issuesClear communicationStakeholder managementProblem-solvingTime management

Industry & Role

Industry Healthcare IT

Job Function Lead MSP field operations and provide advanced technical escalation support using ConnectWise Manage

Role Subtype Technical Support Specialist

Tech Domains ITSM / ServiceNow, Networking / TCP-IP

Keywords for Your Resume

MSP Field Services Team LeadField ServicesIT SupportMSPclient locationstravelhands-on technical supportonsite technical servicesremote technical supportescalation pointService Level Agreements (SLAs)ConnectWise Manage Service BoardsConnectWise Manageservice standardsKPIsschedulingdispatch processestechnician utilizationrunbooksPTO approvalstimesheetsworkload distributionafter-hours supportstandard operating procedures

Deal Breakers

High school diploma or GED equivalent required, 3–5 years of Field Services/IT Support experience in an MSP or similar environment

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