Position Details
Field Services Manager Apply
Job Role: Field Services Manager
Location: Autauga, Alabama (USA) Onsite
Job Description:
As a member of the Field Service Operations team, the Onsite Support Technician will deliver exceptional technical support and customer service to end-users. This role involves frequent face-to-face interactions for deskside support, problem resolution, and collaboration with IT teams across various functions, such as Audio-Visual, Network, and Server support. The ideal candidate will also manage a team of technicians and ensure operational efficiency while adhering to service level agreements (SLAs), security compliance, and organizational standards.
Key Responsibilities: Team Management:
- Manage a team of 25 30 technicians across multiple locations.
- Plan and manage shifts, on-call rosters, and resource productivity.
- Oversee SLA adherence, reporting, and contract compliance.
- Conduct team training and development to enable high-quality service delivery.
- Ensure inventory levels are sufficient across all locations.
- Plan and execute move requests and project work.
- Maintain security compliance and perform access reviews, risk assessments, and facility inspections.
- Install, configure, and troubleshoot desktops, laptops, mobile devices, and peripherals.
- Provide hands-on deskside support for IMACD (Install, Move, Add, Change, Dispose), break-fix, data migration, and refresh activities.
- Perform updates, configuration changes, and software installations onsite.
- Address technical issues promptly to prevent end-user disruption.
- Manage ticket queues, ensuring timely resolution within SLA timelines.
- Collaborate with vendors for warranty repairs and replacements.
- Provide IT support for on-site and off-site events, including setup and live troubleshooting.
- Coordinate with Level 3 support and project teams for service enhancements and upgrades.
- Act as a point of contact for escalations and technical/process guidance for team members.
- Ensure end-user requests for ticket status updates are promptly addressed.
- Provide immediate response and IT support for disaster recovery or emergency situations at local sites.
- Participate in an on-call rotation to deliver after-hours support when required.
Desired Qualifications:
BS/BA in Computer Science, Information systems, or an equivalent combination of education
Experience:
- 4-7 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.
- Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
- Ability to install software for and troubleshoot a wide range of applications.
- Analytical thinking and problem-solving ability.
