Field Services Supervisor – IT Support Leadership

About the role

The Field Services Supervisor will lead a team of Field Services Team Leaders who, in turn, guide technicians delivering end‑user IT support for Lenovo’s customers. This position ensures that service incidents and requests are resolved within agreed service level agreements while maintaining high customer satisfaction.

Key responsibilities

• Supervise Field Services Team Leaders and coordinate the daily activities of field technicians.
• Monitor escalation ticket queues, allocate resources, and ensure SLA compliance.
• Collect and analyse performance metrics; prepare regular reports for internal and customer meetings.
• Act as the escalation point for customer satisfaction issues.
• Collaborate with the Quality Manager to maintain an accurate and relevant knowledge base.
• Participate in regular customer meetings and provide status updates.
• Partner with the Service Delivery Manager on HR functions such as hiring, onboarding, performance management and training.
• Develop and execute training plans to keep team certifications up to date.
• Manage absenteeism, turnover, resource forecasting and participate in change‑management activities when required.

Required profile

• Proven experience leading technical support teams in an IT services environment.
• Strong understanding of incident and request management processes and SLA enforcement.
• Excellent communication skills with the ability to interact with customers and internal stakeholders.
• Demonstrated ability to analyse performance data and produce actionable insights.
• Experience handling HR tasks such as recruitment, onboarding, and performance reviews.

Required skills

• Knowledge of IT service management (ITSM) principles.
• Familiarity with ticketing and escalation workflows.
• Ability to manage and maintain a technical knowledge base.
• Experience with change‑management processes.