Field Services Site Leader

What success looks like in this role:

As a Site Team Leader you will be responsible for leading and coordinating the field support team at your assigned site ensuring the delivery of high-quality technical support and services to government clients. This role combines hands-on technical engagement with day-to-day team leadership focusing on meeting Service Level Agreements (SLAs) Key Performance Indicators (KPIs) and resolving complex technical issues as they arise. You will build and maintain effective working relationships with key stakeholders including clients service delivery managers and account teams to ensure seamless service delivery and client satisfaction.

A relevant degree in IT or a related field along with industry certifications will be highly regarded. This role requires a mandatory NV1 or NV2 (preferred) AGSVA security clearance.

Key Responsibilities

• Lead and coordinate the site-based field support team ensuring effective resource allocation and high performance across all accounts at the site.

• Provide direct client support acting as the primary escalation point for complex technical issues and ensuring timely resolution in line with contractual obligations.

• Monitor and report on service performance ensuring all SLAs and KPIs are consistently met or exceeded.

• Foster strong relationships with internal and external stakeholders including clients account teams and cross-functional partners.

• Maintain in-depth knowledge of company products services and programs to support both customers and team members at the site.

• Collaborate with regional and national teams to implement and refine processes and procedures that support cross-functional operations and drive continuous improvement.

• Oversee the professional development and performance of site engineers ensuring the team is equipped to meet evolving client needs.

• Develop tactical plans for onsite support partnering with account teams to ensure all client support requirements are proactively addressed.

• Provide clear and concise direction to the site engineering team on a regular basis.

• Identify recurring trends and potential issues related to new system releases or hardware/software upgrades.

• Ensure provision of end-to-end support to address identified and potential issues.

• Resolve key issues raised by team members escalating the most significant and complex to technical colleagues or senior management as needed.

• Manage procurement-related activity to ensure on-time delivery and response to client requirements.

• Act as liaison between clients end-users and technical teams at the site.

• Assist team members in determining appropriate processes policies or procedures for site operations.

• Establish overall work processes and priorities for the site team.

• Allocate people budgets and resources to meet operational and client needs at the site.

You will be successful in this role if you have:

• NV1 or NV2 (preferred) AGSVA security clearance is required for this role.

• Proven experience in managing field support or technical service teams preferably within a government or regulated environment.

• Strong leadership communication and stakeholder management skills.

• Demonstrated ability to troubleshoot and resolve complex technical issues.

• In-depth understanding of SLAs KPIs and service delivery best practices.

• Ability to collaborate across functions and drive process improvements.

• Relevant tertiary qualifications in IT or a related field are highly regarded.

• Strong analytical and problem-solving skills with the ability to interpret data and identify actionable insights.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age caste citizenship color disability family medical history family status ethnicity gender gender expression gender identity genetic information marital status national origin parental status pregnancy race religion sex sexual orientation transgender status veteran status or any other category protected by law.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein or cannot otherwise complete your expression of interest without additional assistance and would like to discuss a request for reasonable accommodation please contact our Global Recruiting organization at . US job seekers can find more information about Unisys EEO commitment here.