Field Services Team Leader

Description and Requirements

Role Overview

The

Field Services Team Leader

is responsible for managing a team of Field Services Analysts who deliver IT incident resolution and service request support for Lenovo customers. This role is accountable for overall team performance, ensuring service-level agreements (SLAs) are met, and driving an exceptional customer experience—especially 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 incidents and requests are handled within SLA targets Track and analyze performance metrics and prepare reports for internal and customer reviews Act as an escalation point for customer satisfaction and service delivery issues Support knowledge management in partnership with the Quality Manager, ensuring accuracy and usability of documentation Participate in regular customer meetings and represent service performance Collaborate with the Service Delivery Manager on HR processes including hiring, onboarding, training, and performance management Develop and execute training and development plans to maintain team capability and certifications Manage workforce planning, including resource allocation, absenteeism, and turnover Support Change Management activities, including testing, documentation, and reporting, as required Key Skills & Competencies

Strong written and verbal communication skills, with the ability to engage stakeholders at all organizational levels, including executives and CIOs Ability to manage multiple priorities in a fast-paced, customer-focused environment Strong leadership and team management capabilities Experience with ITSM tools (ServiceNow preferred) Knowledge of ITIL/ITSM methodologies and best practices Strong problem-solving skills and sound operational judgment Professional fluency in English Qualifications & Experience

Experience: Minimum of 5 years of experience in IT operations, including leadership experience in internal or outsourced environments

Education: Diploma or degree in IT, Business, or a related discipline

Preferred Certifications: ITIL FoundationTechnical certifications Microsoft, Linux, CompTIA A+)HDI certifications Desktop Advanced Support Technician, Support Center Analyst) Additional Locations : * Brazil - São Paulo - São Paulo * Brazil - São Paulo - Sao Paulo * Brazil * Brazil - São Paulo * Brazil - São Paulo - São Paulo , * Brazil - São Paulo - Sao Paulo