Field Support Team Lead

The Team Lead oversees the day-to-day operations of the Field Support operations, ensuring agents meet performance expectations and delivering accurate, efficient support to field technicians and internal teams. This role serves as the first point of escalation for complex technical issues and works closely with the Senior QA & Trainer and management to drive team performance, accountability, and continuous improvement.

Key Responsibilities

• Supervise and support a team of Field Support operations Specialists, providing day-to-day guidance and oversight
• Serve as the first point of escalation for complex or unresolved technical issues during live operations
• Monitor team performance against key metrics and work with the QA & Trainer to address gaps
• Conduct regular one-on-ones, team huddles, and performance check-ins to keep agents engaged and aligned
• Coordinate staffing, scheduling, and workload distribution to ensure adequate coverage and efficiency
• Partner with the Senior QA & Trainer on coaching plans and training needs identified through quality findings
• Relay operational updates, process changes, and procedure updates to the team in a timely manner
• Escalate systemic issues, tooling gaps, or recurring trends to management with supporting observations
• Foster a positive, accountable team culture focused on quality service delivery and continuous improvement
• Track and analyze team metrics, and create impactful presentations highlighting key achievements and performance

Minimum Requirements

• High school diploma or GED required; associate degree or technical certification in a related field preferred
• 3+ years in technical support or call center operations, with at least 1 year in a lead, supervisor, or senior role
• Strong understanding of telecommunications concepts — service activation, provisioning, troubleshooting, and restoration
• Demonstrated ability to lead, motivate, and develop a team in a fast-paced environment
• Strong communication, problem-solving, and organizational skills with the ability to manage competing priorities effectively