– Field Services Lead

Location: Montreal, Quebec, Canada

Employment Type: Full-Time

Experience: 8+ Years

Language Requirement: Bilingual – English & French (Mandatory)

Role Overview

We are seeking an experienced Field Services Lead to manage onsite and deskside IT support delivery across a distributed, multi-location environment.

The Field Services Lead will be responsible for dedicated onsite L2 support at core locations while managing a dispatch and partner-based support model for regional and remote sites. The role will own field coverage, technician dispatch, arrival-time commitments, partner performance, IMACD activities, asset control, logistics, and the economics associated with remote field support.

The ideal candidate will have 8+ years of relevant Field Services / Deskside Support experience, including experience leading distributed technical teams and managing third-party field service partners.

Professional fluency in both English and French is mandatory for this position.

Key Responsibilities

- Onsite Coverage: Own L2 onsite/deskside staffing and support coverage across designated core business locations.
- Dispatch Management: Design and manage technician dispatch, scheduled visits, and partner technician coverage for regional and remote locations.
- Arrival-Time Commitments: Own and monitor technician arrival-time performance across urban, regional, and remote site classifications.
- Partner Management: Select, onboard, manage, and evaluate field-service subcontractors and third-party support partners.
- IMACD Delivery: Manage Install, Move, Add, Change and Disposal (IMACD) activities across the supported environment.
- Asset Control: Oversee local spare equipment, staging, imaging inventory, and accuracy of IT asset records.




- Logistics Management: Manage spares, depot operations, staging, equipment movement, and reverse logistics.
- Travel & Dispatch Cost Management: Optimize routing, technician batching, standby arrangements, and dispatch planning to control remote-support costs.
- On-Call Support: Maintain appropriate on-call coverage for critical incidents occurring outside regular business hours.
- Service-Level Management: Ensure internal teams and external partners consistently meet contractual service levels and operational commitments.
- Team Leadership: Lead and coordinate distributed field technicians operating across multiple sites and time zones.

Required Skills & Competencies

- 8+ years of relevant Field Services, Deskside Support, or IT Operations experience.
- Bilingual English & French – Mandatory, with professional written and spoken proficiency in both languages.
- Field Operations: Proven experience managing distributed field services across multiple locations, ideally within a multi-province Canadian environment.
- L2 Deskside Support: Solid understanding of onsite L2 desktop, endpoint, hardware, software, and user-support operations.
- Dispatch Operations: Experience managing technician dispatch models, scheduled field visits, remote locations, and on-call coverage.
- Partner Governance:



Proven ability to manage subcontractors and third-party service providers against SLAs and contractual requirements.
- IMACD: Strong understanding of device installation, moves, adds, changes, refreshes, and disposal processes.
- Asset & Logistics Management: Experience with spares, inventory, depot operations, staging, imaging, asset tracking, and reverse logistics.
- Cost Management: Ability to manage travel, standby, partner, and dispatch costs within fixed commercial commitments.
- Safety Awareness: Understanding of site-specific safety requirements, including environments involving rail property or other controlled/industrial sites.
- People Leadership: Experience leading geographically dispersed technicians across multiple sites and time zones.
- Strong stakeholder management, problem-solving, escalation management, and operational planning capabilities.

Preferred Certifications

- ITIL 4 Foundation
- Field Service Management or equivalent technical/service management certification is considered an asset.

Candidate Profile The successful candidate will be a hands-on Field Services leader capable of coordinating onsite support, L2 deskside services, dispatch operations, third-party technicians, asset logistics, and remote-site coverage across a geographically distributed environment. The role requires someone who can balance service-level performance, field coverage, partner management, cost control, logistics, safety, and customer experience while maintaining reliable support across both core and remote locations.

Important: This position is based in Montreal, Canada, and professional proficiency in both English and French is mandatory.

Pay: $64,200.00-$127,000.00 per year

Work Location: In person

📌 Field Services Lead (Montreal)
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