Job Description

Job Description (Posting)

Role Definition
Job Title: Field Services Manager
Work Location: Chicago, IL and suburbs
Reporting to: Service Success Manager
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, printer's 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 deliv

Qualification

B.E, B-Tech, M.E, M.TECH

Skill (Primary)

DWP-FSS-Desk Side Services

This job was posted on Thu Aug 12 2021 and expired on Thu Sep 02 2021.

Minimum $11K /yr

$73K /yr Average

Maximum $483K /yr

Tasks

Review financial statements, sales or activity reports, or other performance data to measure productivity or goal achievement or to identify areas needing cost reduction or program improvement.

Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.

Direct administrative activities directly related to making products or providing services.

Prepare staff work schedules and assign specific duties.

Monitor suppliers to ensure that they efficiently and effectively provide needed goods or services within budgetary limits.

Direct or coordinate financial or budget activities to fund operations, maximize investments, or increase efficiency.

Establish or implement departmental policies, goals, objectives, or procedures in conjunction with board members, organization officials, or staff members.

Perform personnel functions such as selection, training, or evaluation.

Plan or direct activities such as sales promotions that require coordination with other department managers.

Set prices or credit terms for goods or services based on forecasts of customer demand.

Manage the movement of goods into and out of production facilities to ensure efficiency, effectiveness, or sustainability of operations.

Perform sales floor work, such as greeting or assisting customers, stocking shelves, or taking inventory.

Develop or implement product-marketing strategies, including advertising campaigns or sales promotions.

Recommend locations for new facilities or oversee the remodeling or renovating of current facilities.

Implement or oversee environmental management or sustainability programs addressing issues such as recycling, conservation, or waste management.

Direct non-merchandising departments of businesses, such as advertising or purchasing.

Plan store layouts or design displays.

Skills

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Speaking - Talking to others to convey information effectively.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.

Coordination - Adjusting actions in relation to others' actions.

Persuasion - Persuading others to change their minds or behavior.

Negotiation - Bringing others together and trying to reconcile differences.

Instructing - Teaching others how to do something.

Service Orientation - Actively looking for ways to help people.

Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Time Management - Managing one's own time and the time of others.

Management of Financial Resources - Determining how money will be spent to get the work done, and accounting for these expenditures.

Management of Material Resources - Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.

Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job.

Knowledge

Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Economics and Accounting - Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.

Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

Production and Processing - Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.

Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.