POSITION SUMMARY:
This position is responsible for managing a team of skilled IT Engineers who serve and support our clients on-site. This team is responsible for all on-site break-fix, implementation work and new client on-boardings.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Engage and manage a team of Field engineers and evaluate performance against established expectations
- Manage the planning and execution of on-site related requests and project related tasks.
- Ensure Field service requests (tickets) are handled timely and completely
- Set high customer service standards and hold engineers accountable to those standards
- Contribute to improving customer support by involving yourself in situations that fall below these standards
- Guiding team members in dealing with especially challenging service availability issues.
- Contribute to escalated problem resolution by coordinating available resources and managing customer expectations.
- Establish measurable team goals
- Drive results and optimize the team’s performance
- Establish best practices for Field Engineers.
- Develop daily, weekly and monthly reports (from our systems) and provide results on the productivity of the engineers to the management team
- Drive analytics to deliver the desired customer experience (e.g. customer health, predictive analytics, usage, etc.)
- Establish KPIs based on the business model
- Develop a roadmap of tools or enhancement to optimize the customer experience
KNOWLEDGE, SKILLS AND ABILITIES:
- Knowledge: This position requires 5-7 years managing staff and holds 5+ years of relevant IT work experience, preferably in the Managed Service Provider industry. 10+ years of technical experience with desktops, security, networking, server storage, software licensing, Cloud and other IT infrastructure. Bachelor’s degree in related field.
- Skills: Exceptional analytical and problem-solving skills with a proven track record of hiring, motivating and engaging teams. Strong leadership skills and passion for customer experience.
- Abilities: The ability to work well across functions and lead through persuasion, negotiation and consensus building. Proven ability to work with C-level client executives. Self-starter who works well under pressure, has great judgment and knows how to prioritize and handle multiple deliverables to meet deadlines.
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Paid time off immediately available upon hire
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Referral program
- Vision insurance