Axiom Technologies is a Global IT Services partner supporting medium- to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com
We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.
Job Function: IT Infrastructure / Field Support Operations
Role Type: Team Lead / Operations Management
Reporting To: Service Delivery Manager / Operations Manager
Job Summary :
We are looking for an experienced and proactive Field Support Lead to manage and oversee day-to-day field support operations across multiple sites in Thailand. The role involves leading field support engineers, ensuring compliance with Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), managing escalations, coordinating dispatch and backup support, and maintaining high service quality across all supported locations.
The ideal candidate will have strong technical support knowledge, team leadership capabilities, excellent stakeholder management skills, and experience managing field support operations in a multi-site IT environment.
Key Responsibilities:
- Own and manage KPI & SLA performance for the ICR Market.
- Drive actions and closure of Red/Amber performance measures, working with FS Engineers on improvement plans.
- Act as the Single Point of Contact (SPOC) for escalations related to ICR Market FRMs.
- Monitor day-to-day operations and performance of FS Engineers across ICR Market FRMs.
- Prepare, review, and present Weekly Operations Reviews (WOR) and Monthly Operations Reviews (MOR).
- Track and ensure timely closure of action items before escalation.
- Maintain regular communication with FRMs regarding actions, performance, and improvement plans.
- Conduct daily backlog reviews, focusing on aging tickets and SLA compliance.
- Lead dispatch planning and management.
- Review shift plans and provide timely updates to customers regarding FS availability and changes.
- Acknowledge escalations and action requests promptly and provide FRMs with a plan of action within 24 hours.
- Review additional/project efforts and resource planning with the Delivery Team.
- Ensure FS teams follow the required HAM process.
- Manage KT and handover for new joiners using appropriate KT plans and checklists.
- Provide availability for critical operational support requests, including 24/7 support when required.
Daily and Periodic Activities :
- Verify attendance and resource availability across all supported sites.
- Confirm backup engineer arrangements when the primary engineer is unavailable.
- Review VIP tickets and critical incidents every four business hours.
- Monitor ticket backlogs and aging queues at least hourly.
- Review engineer workload and proactively manage queue distribution.
- Update FRMs on important operational activities as needed.
- Plan next-day and weekly support activities.
- Coordinate vendor dispatches and scheduled site visits.
- Conduct team feedback sessions on a bi-weekly basis.
- Review HAM processes and site inventory records monthly.
Key Skills :
- Field Services Management
- SLA & KPI Management | Escalation Management
- Dispatch Management
- Operations Management
- Service Delivery
- Stakeholder Management
- Incident & Ticket Management
- Backlog Management
- Customer Management | Performance Improvement
- Team Coordination
- WOR/MOR Reporting
- KT & Handover
Qualifications Required:
- Bachelor’s degree or diploma in Information Technology, Computer Science, Electronics, or a related field, or equivalent practical experience.
- Relevant experience in IT field support, desktop support, IT infrastructure support, or multi-site service operations.
- Previous experience leading or coordinating a team of field support engineers.
- Strong understanding of IT service management processes, incident management, request management, and SLA/KPI monitoring.
- Experience with ticketing systems and service management tools.
- Strong stakeholder communication, escalation handling, and customer service skills.
- Good analytical, reporting, documentation, and problem-solving abilities.
- Experience with workforce planning, dispatch coordination, shift management, and resource allocation.
- Proficiency in Microsoft Excel, PowerPoint, and other standard reporting tools.
Preferred Qualifications :
- Experience supporting enterprise clients across multiple sites or locations.
- Familiarity with ITIL-based service management processes.
- Experience preparing and presenting operational review reports.
- Exposure to asset management, inventory tracking, and vendor coordination.
- Experience working in a multicultural, customer-facing IT support environment.
- Ability to communicate effectively in English; Thai language proficiency would be an advantage, depending on client requirements.
What next?
If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.th@axiomtechnologies.com