IT Field Services Manager

The Manager of the IT Field Services team is responsible for the daily management and operations of all end user devices and staff responsible for the support of endpoints. These duties will include hiring of personnel conducting performance appraisals and overseeing the daily operations of all end user device standards and platforms. The manager is responsible for ensuring industry standards and best practices are followed for supporting services.

Essential Job Functions:

• Manages the front-line service delivery of the IT Field Services operations.
• Evaluates IT field Service team daily functions and makes modifications for improvement as needed to ensure services standards are met.
• Manages the IT field Service team Service Level Agreement (SLA) with Lurie Childrens and reports outcomes based on service performance and quality; gathers input regarding IM services directly from clients and develops action plans to improve service quality.
• Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service function.
• Partners with third party Service Desk vendor to proactively identify and resolve customer service issues.
• Assists in the development of budgets and financial analysis.
• Works collaboratively with all Information Management (IM) managers to improve daily support service and ensure customer focus and high standards of service quality.
• Identify technologies which will improve customer satisfaction reduce cost or improve efficiency.
• Establish metrics to measure efficient use of existing systems and resources.
• Actively monitor team performance to ensure service levels and expectations are being met.
• Provide leadership/support to ensure projects are staffed appropriately and timelines are met.
• Ensure staff development plans are created and maintained. Conduct annual performance evaluations.
• Monitor ongoing staff performance identify and communicate opportunities for improvement.
• Work closely with staff to ensure proper escalation of technology issues.
• Maintain effective on-call schedules to meet business requirements.
• Author or assist team in the publishing of written requirements and definitions for all aspects of assigned projects.
• Document assigned business process flows and use-case scenarios.
• Assigns personnel to various projects directs their activities and evaluates their work and ensures timelines and service levels are met.
• The authority to hire separate promote demote write and administer performance evaluations.
• Other job functions as assigned.

Knowledge Skills and Abilities:

• Bachelors degree or equivalent experience/relevant certification in business management or information systems management required.
• 5 years leadership experience managing a team with engineering responsibilities focusing on end user device platforms required.
• ITIL or formal Service management training required.
• Excellent customer service skills and relationship management skills.
• Good strategic and creative thinking skills.
• Solid interpersonal written and oral communication skills.
• Excellent problem solving and reasoning skills.
• Appropriate interpersonal and conflict resolution skills. Self-motivated flexible and able to work in a team environment while projecting an appropriate business image.
• Must be able to organize work to meet deadlines as established by the organization.
• Ability to cope in a fast-paced environment.
• Capable of leading a working team.
• Ability to fit in with a diverse multi-disciplined team.
• Ability to communicate clearly and concisely through written and verbal communication.
• Ability to maintain a professional attitude and demeanor in both normal and pressure situations.
• Capable of leading a technical team and successfully interacting with others at various levels of the organization.
• Comprehensive experience in analyzing complex functions procedures and problems to find creative logical and appropriate solutions required.
• Ability to identify approaches to solving problems or questions and to know when to seek outside advice.
• Ability to deliver projects within established standard PMO practices. 24 x 7 x 365 support requirements.
• Available to work after hours and weekends as required.