Overview

JPtheGeek is seeking an experienced and driven Onsite Support Team Lead to manage and support our onsite service operations. This is a hands-on leadership role that combines expert-level IT troubleshooting with team oversight, training, and process improvement. The ideal candidate is a seasoned field technician with a passion for mentoring others, delivering excellent service, and optimizing field operations.

As the lead, you’ll not only take ownership of complex onsite issues and installations, but also guide, train, and support our growing team of Onsite Support Technicians and new team members, ensuring they’re set up for success from day one.

This position also comes with a company vehicle that personal use is allowed (within policy).

Key Responsibilities

• Lead onsite delivery of IT services including network hardware installations, system configurations, troubleshooting, and security technology deployment (cameras, access control, etc.).
• Act as the primary escalation point for advanced technical issues encountered in the field.
• Train and onboard new Onsite Support Technicians, ensuring they understand tools, procedures, safety, and customer service expectations.
• Develop and deliver ongoing training programs to help team members improve technical and customer service skills.
• Provide day-to-day mentorship, coaching, and support to onsite staff, fostering a high-performance culture rooted in JPtheGeek's values.
• Ensure consistency and quality of all field service work, with an emphasis on professionalism, efficiency, and client satisfaction.
• Coordinate and prioritize technician schedules to maximize field team responsiveness and operational efficiency.
• Maintain accurate documentation of service activities, troubleshooting steps, resolutions, and client communication.
• Oversee field inventory, tools, and vehicle readiness to ensure teams are properly equipped for all service calls.
• Partner with leadership to identify opportunities for process improvements and contribute to internal knowledge base development.
• Promote and enforce safety protocols and compliance with industry best practices.
• Other responsibilities as required to support the success of the field operations and broader JPtheGeek team.

Qualifications

• 3+ years of experience in onsite technical roles or field service, including experience in leading or mentoring technical teams.
• Proven success in training and developing team members or new hires in technical and service-oriented roles.
• Deep knowledge of IT infrastructure, networking equipment (switches, firewalls, wireless), and physical hardware installation.
• Experience with security systems (cameras, access control, alarms) is highly preferred.
• Strong troubleshooting and diagnostic abilities with the capability to resolve complex issues independently.
• Confident communicator who can explain technical concepts clearly to both clients and team members.
• Demonstrated ability to manage multiple priorities while leading a team in a fast-paced environment.
• Comfortable lifting equipment, climbing ladders, and performing physical aspects of installation work.
• Associate’s degree in IT, Computer Science, or a related field preferred; Certifications (CompTIA A+, Network+, Cisco, Microsoft) are a plus.
• A passion for teaching, learning, and continuous improvement.

Why Join JPtheGeek?

At JPtheGeek, we’re not just solving IT problems—we’re building lasting partnerships with our clients and nurturing strong internal teams. We value learning, collaboration, and hands-on leadership. If you're an experienced technician who’s ready to guide others, improve systems, and represent JPtheGeek with pride, this role offers you the chance to lead from the front.

Equal Opportunity Employer

JPtheGeek is proud to be an equal opportunity employer. We’re committed to fostering a diverse and inclusive team environment where all employees feel valued and empowered to contribute.