Field Services Manager

Description

• Retail PointofSales (POS) systems in general merchandise grocery and big box stores
• Hospitality fullservice and FastFood restaurants to include POS Kitchen Display Order and Menu Board equipment
• PC/network/infrastructure environments to include CAT5/6 and Fiber Optics cabling
• End User Compute Desktop Support

• Oversee all requests incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization.
• Assist in determining the root cause of issues and communicate appropriately to internal and external customers and team members.
• Supervise a team of customerfacing technicians responsible for both user assistance and the upkeep of essential equipment crucial for service delivery. In this capacity you will guide and orchestrate the various functions performed by the team ensuring seamless support services and proactive responsiveness to the companys support requirements.
• Provide data and reporting of SLAs KPIs and trends on a weekly monthly and quarterly basis. Will oversee metrics to develop strategies for continuous improvement.
• Review daily service level agreements to set team expectations and measure performance.
• Manage develop and assist team members to ensure they are meeting expectations.
• We seek a candidate that is a highly organized individual passionate about delivering flawless experiences for end users and can lead and motivate the team.
• We seek a candidate with excellent written verbal and presentation communication skills collaborative skills and a strong ability to shift priorities.

• Leadership and Management
• Perform staff scheduling to ensure there is technician support coverage during normal business hours and oncall support as required
• Provide staff support for administrative tasks and projects that require technician involvement such as internal team moves cutovers crosstraining and a variety of onboarding tasks
• Manages backoffice operations related to but not limited to hardware request submissions tracking imaging and refreshing hardware
• Ensure the technicians are responding to end user requests/incidents related to software/hardware configuring new equipment moving computer equipment making changes upon request and maintaining inventory.
• Ensure that metric and status reports are completed and continually modified to meet the needs of the department
• Ensure policies processes and procedures are documented and in place for your support team to reference
• Serve as a 24x7 escalation point for the team
• Mentor and assist members of the team to ensure they have the tools and training to provide 5Star Service to Zones customers.
• Ensure teams requests and incidents response/resolution times are within the SLA
• Customer Service
• Responsible for ensuring customers are provided with efficient and timely support services
• Has excellent customer service skills able to handle customer escalations and upset customer interactions.
• Excellent writing and verbal communication skills including the ability to communicate and present complex issues and analysis in an effective manner
• Excellent organization and time management skills
• Dedicated work ethics
• Positive attitude and treat team members and customer with impeccable respect
• Review customer satisfaction feedback to implement improvements
• Requirements
• Associate degree in IT Bachelors degree preferred.
• Minimum 5 years of IT direct tech management experience leading a team of customerfacing technicians 7 years preferred)
• Candidate must possess excellent customer service communication and leadership skills
• Ability to multitask and prioritize effectively in a fastpaced environment
• Background in software and hardware customerfacing support in Retail Hospitality and Desktop Support.
• Experience delivering on customer projects
• Experience with ITSM ticketing systems (BMC Remedy ServiceNow etc.
• Valid drivers license
• Nice To Have
• Experience with managing support team in a large corporate environment
• Experience with supporting environments with 5000 end users
• Current technical certifications such as A ITIL and OEM certifications