Report this job

---

What is the problem? *

Incorrect company
Incorrect location
Job is expired
Job may be a scam
Other

Job Title: Field Services Manager Work Location: Nashville, TN(1) Contract Vaccines are Mandatory As a member of the Field Service Operations team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users, peers, and managers, primarily face-to-face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network, and Servers. Job Description As an Onsite Support Technician lead with minimum of 9 -12 Years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities: Managed and work with the field services leads across the region Manage the reporting of SLAs , Adherence of SLA and contract This role sets direction on and develops metrics as they relate to efficiency, functionality and stewardship. This position will lead the development of reliable methods and implement desktop support improvements using Continuous Improvement. This responsibility will include initiatives outside of the primary daily Desktop operational responsibilities. Customer Service is fundamental to this position as is team leadership, coaching & development. This position will serve as an escalation point and will be asked to take a leadership role for critical situations. Provide daily on-site direction of Desk Side team activities- including monitoring individual work queues, assigning work and providing status updates, prioritization of tasks and coordination of resources, creating, understanding and enforcing policy, maintaining SOP and reliable method documents. Oversee Desk Side Project activities as it relates to Asset Refresh, office relocations, and department moves. Collaborate with Facilities project management to determine direction and need. Accountable to ensure the team is meeting defined Service Level Agreements, expected by dates, minimizing and evaluating breached and pended tickets. Monitor staff work and efficiency. Manages all aspects of the team, including hiring and performance evaluations. Develops partnerships with other internal teams to ensure efficient, effective and timely delivery of IT services. Escalation point for any Desk Side related incident requiring management involvement/review. Maintain an adequate spare parts inventory of hardware and supplies- ensuring Continuous Improvement methodology is used in daily management of par levels, including maintaining a current inventory listing of PC hardware across the environment. Recommends, tests and specifies PC hardware and software as technologies advance. Conduct rounding sessions with direct reports and ensure regular team communications including team meeting and managing daily huddles. Provide regular performance updates and coaching - provide active feedback of current staff performance. Manages support plan for site visits on time response to the incident Facilitate Daily Huddle and Ensure the visibility board are current including metrics and escalated issues. Maintain current inventory and asset management including listing of personal computer hardware, printers peripherals and software. Coach and mentor on Continuous Improvement principles Desired Qualifications: BS/BA in Computer Science, Information systems, or an equivalent combination of education Experience: 9-12 Years of experience in service delivery and End user hardware and software Configuration troubleshooting. Experience with various desktop systems, operating systems, and diverse technical environments. Excellent customer service orientation and verbal communication skills. CompTIA A+ certification or equivalent certification Flexible for travelling to remote sites or cluster Ability to drive projects as per the client requirement