IT Field Service Manager

Position Summary

The IT Field Service Manager will play a pivotal role in ensuring the seamless delivery of IT services to our customers. You will lead and inspire a team of field service technicians and be responsible for managing all aspects of field service operations. In addition, the Field Service Manager will provide direction, guidance, and support to ensure optimal performance and achievement of department goals, while fostering a culture of accountability, professionalism, and continuous improvement with the team. The Field Service Manager position will be key in overseeing the scheduling and coordination of field service activities including installations, moves, repairs, and maintenance, to ensure timely and efficient service delivery. The Field Service Manager will oversee a particular area and be accountable to understand IT service requirements, addressing inquiries, and resolving issues in a timely manner. The Field Service Manager will be responsible for overseeing all aspects of field service operations, including managing a team of field technicians, coordinating service delivery, regional projects, and ensuring customer satisfaction. Additionally, this role involves occasional travel, approximately 25% of the time, to various locations.

Responsibilities:

· Manage and lead a regional team of field service technicians, providing guidance, training, and support as needed. Develop field service resources with technical and soft skills.

· Serve as the primary point of contact for regional customers, addressing their IT service needs and ensuring a high level of customer satisfaction.

· Act as an escalation point or single point of contact for regional field service resources in the field. Provide technical guidance and support to regional field service resources while assisting with complex troubleshooting, problem-solving, and resolution of technical issues.

· Monitor and track field service performance metrics, such as response times, resolution rates, and customer feedback to implement strategies for continuous improvement.

· Stay current with industry trends and technologies, participating in training and professional development activities as needed.

· Identify opportunities for process improvement, efficiency gains, and cost reduction in field service operations. Implement best practices, training programs, and quality initiatives to enhance service delivery and customer satisfaction.

· Help lead, coordinate, and deliver successful installations, moves, adds, and changes on a regional level.

· Assist with the preparation and development of reports and dashboards summarizing key performance indicators and SLA performance to help streamline processes, enhance service quality, and exceed customer expectations.

· Workforce management of Field Service Technicians including time & PTO management, performance reviews, coaching, disciplinary action, and more as necessary.

Qualifications:

· Bachelor’s degree in Information Technology, Computer Science, or 3 years of relative work experience

· Proven experience in IT field service management or similar role

· Strong technical background in IT systems, networks, hardware/software installations.

· Proven leadership and team management skills with the ability to lead, motivate, and develop a diverse team of technicians.

· Excellent communication and interpersonal skills, with the ability to interact effectively with customers, vendors, and co-workers.

· Ability to work collaboratively with cross-functional teams.

· Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.

· Willingness to travel up to 25% of time to customer sites and other company locations as needed.

· Valid driver’s license and reliable transportation required.

Encore Technolgies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.