Técnico de Suporte em Campo II

We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$83 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub . Role Overview The Field Services Team Leader is responsible for leading a team of Field Services Analysts delivering on-site IT support, including incident management and service request handling for Lenovo customers. This role is accountable for team performance, service delivery metrics, and ensuring an exceptional customer experience—particularly 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 tickets are addressed within SLAs Track, analyze, and report on service performance metrics Prepare reporting for both internal and customer-facing meetings Act as an escalation point for customer satisfaction and service delivery issues Partner with the Quality Manager to maintain and improve knowledge base quality and usability Participate in regular customer meetings and represent service delivery 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 levels, including senior leadership and CIOs Proven ability to manage multiple priorities in a fast-paced, customer-focused environment Strong leadership, team management, and decision-making capabilities Experience with ITSM tools (ServiceNow preferred) Knowledge of ITIL/ITSM methodologies and best practices Strong problem-solving skills and 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 Certifications (Preferred): ITIL Foundation Technical certifications (e.g., Microsoft, Linux, CompTIA A+) HDI certifications (e.g., Desktop Advanced Support Technician, Support Center Analyst)