Field Tech Lead

Lead Field Engineer - Level 3

Role Summary

Key Responsibilities

• Lead daily field operations for the assigned hub, balancing dedicated Tier 1 coverage with dispatch to Tier 2 and Tier 3 sites.
• Own technical escalation for P1/P2, VIP, command-center and patient-care-impacting incidents; coordinate incident bridge participation, field workstreams, executive updates and restoration validation.
• Maintain schedules, on-call rosters, named escalation contacts and coverage continuity; ensure readiness for after-hours work, go-lives and declared emergencies.
• Direct complex troubleshooting across Windows, Mac, mobile, clinical endpoints, peripherals, A/V and network smart-hands; enforce support boundaries and engage the correct resolver group.
• Coordinate Field Engineering with Service Desk, Endpoint Engineering, networking, security, application support, biomedical engineering, facilities, logistics and approved OEM providers.
• Plan and govern quarterly hardware refresh waves, site sequencing, staffing, staging, deployment, data migration, exception management and completion reporting.
• Ensure IMACD requests, go-live coverage, new-hire onboarding, acquisition/site onboarding and at-the-elbow support are delivered to approved schedules.
• Own hub-level asset, CMDB and stock-room controls, including tagging, reconciliation, lifecycle status, spares levels, secure storage, cycle counts and disposal evidence.
• Review ServiceNow queue health, aging, SLA risk, repeat dispatch, first-time-fix, CSAT and documentation quality; implement recovery and continuous-improvement actions.
• Approve technical runbooks, SOPs and knowledge articles; lead reverse-KT, skills assessment, training and mentoring for L1/L2 engineers.
• Lead field participation in change, problem and major incident processes; ensure changes are authorized, validated and closed with evidence.
• Prepare weekly/monthly operational reporting and participate in hub-lead calls, operations reviews, refresh planning, service reviews and emergency-readiness reviews.
• Conduct site readiness reviews and maintain the hub/site coverage register, risks, dependencies and escalation paths.
• Promote truck-roll avoidance, proactive endpoint health, standardization and automation while preserving the required on-site clinical support model.

Required Skills and Qualifications

• 8+ years of field engineering, deskside or end-user computing experience, including 2+ years leading engineers or regional operations.
• Demonstrated ownership of major incidents, VIP escalations, field dispatch, on-call coverage and multi-site service delivery.
• Advanced knowledge of Windows/macOS endpoints, Microsoft 365, identity, VPN, endpoint security, LAN/Wi-Fi troubleshooting and enterprise peripherals.
• Working expertise with ServiceNow, CMDB, BeyondTrust, SCCM/MECM, Intune, Autopilot and JAMF; exposure to DEX tools such as SysTrack preferred.
• Experience planning hardware refreshes, IMACD, go-lives, asset audits, stock-room operations and OEM/warranty processes at enterprise scale.
• Strong understanding of ITIL incident, major incident, problem, change, knowledge, asset and configuration-management practices.
• Healthcare-provider experience strongly preferred, including clinical uptime, workstations on wheels, command centers, downtime procedures and regulated-site support.
• Bachelor degree or equivalent experience. ITIL 4, Microsoft endpoint, JAMF, ServiceNow, HDI or project/leadership certification preferred.

Leadership and Performance Expectations

• Maintain complete hub coverage and a reliable on-call roster with no uncovered shifts.
• Drive SLA attainment, CSAT, first-time fix, asset accuracy and refresh-wave completion.
• Provide clear ownership during major incidents, emergencies and cross-team escalations.
• Build a documented, cross-trained team capable of consistent service across all assigned sites.
• Identify service-quality, capacity and scope risks early and escalate with evidence and remediation plans.

Working Conditions

• On-site work at hospitals, clinics, offices, depots and affiliated facilities across South Carolina.
• Schedules may vary by hub. Tier 1 hospital coverage operates within a 07:00-19:00 ET window, with scheduled on-call outside that window.
• Participation in 24x7 coverage during declared emergencies, disasters, cyber incidents, weather events and other major operational events.
• Regular local/regional travel and occasional extended-site dispatch; valid driver license, reliable transportation and ability to meet client badging requirements.
• Ability to lift, carry and install typical endpoint equipment and work in communications closets, stock rooms and active clinical environments.

• Employment is subject to applicable background screening, drug testing, immunization, identification, privacy and security requirements for the assigned work location.