Field Service Supervisor
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Field Services Supervisor - Looking for an experienced Field Service Supervisor that can manage the daily operations of the build room, field service, and on-site technicians. The supervisor leads a team of technical support professionals to provide outstanding client service, maintain the overall health of our clients' technology systems, and promptly resolve critical IT issues. The supervisor analyzes areas that need improvement, creates action plans, and provides guidance and strategic direction to maintain and enhance client satisfaction.
Hybrid 3 days onsite, Brookhaven
Requirements
Primary Responsibilities
Manage the build room, field service, and on-site technicians' daily operations by efficiently assigning and optimizing tasks
Coordinate with Support Coordinator regarding scheduling and optimizing the workload of the field service technicians.
Establish day-to-day operations of field service (build room, field service, and on-site), which adhere to defined SLAs (Service Level Agreements) and all key performance indicators (KPIs) and metrics.
Oversee the team members as they recognize, identify, isolate, and resolve problems with company or client products and services.
Ensure that IT solutions and network services are correctly addressed and/or escalated to relevant departments for implementation at client sites
Coordinate and troubleshoot technical issues and guide the team in resolving complex technical problems by quickly diagnosing, organizing, and prioritizing client issues and adequately managing client.
Provide ticketing, email, and phone support to respond to client inquiries and resolve routine issues.
Respond to inquiries and resolve routine issues in a knowledgeable, courteous, and professional manner.
Monitor team performance and schedule adherence to identify areas for improvement, training or coaching, or mentoring opportunities to foster continuous learning.
Maintain in-depth knowledge of all services and how to apply them in each client environment.
Develop and implement IT policies, procedures, and best practices.
Approve shift schedules and coordinate coverage to meet clients' operational hours.
Facilitate regular team meetings, recurring one-on-ones, and create agendas while managing accountability for meeting processes.
Manage interviews, training, and onboarding processes of new team members to ensure the right talent and cultural fit.
Complete annual performance reviews.
Generate relevant daily, weekly, and monthly reports as requested by clients, Account Managers and/or Service Delivery Manager.
Ensure consistent client experience through creating, training, and reinforcing new and existing processes/procedures.
Work directly with clients and account managers.
Provide additional support as needed
Responsible for timely entry and approval of all Field Service team expenses.
Skills, Qualifications & Experience
A Bachelor's degree in Information Technology, Computer Science, or any equivalent field.
At least 5 years of experience in IT field services, with 2+ years in a supervisory role.
Preferably experience working for a Managed Service Provider (MSP) in the past or currently working for one.
Experience in managing and implementing remote access solutions.
Certifications in CompTIA Network+ .
Knowledge and experience of ITIL principles.
Demonstrated team leadership skills.
Responsibility for direct reports.
Knowledge of ITIL service management standards.
Project Management Experience.
Hands-on field service, network engineering and/or client support experience.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Field Services Supervisor - Looking for an experienced Field Service Supervisor that can manage the daily operations of the build room, field service, and on-site technicians. The supervisor leads a team of technical support professionals to provide outstanding client service, maintain the overall health of our clients' technology systems, and promptly resolve critical IT issues. The supervisor analyzes areas that need improvement, creates action plans, and provides guidance and strategic direction to maintain and enhance client satisfaction.
Hybrid 3 days onsite, Brookhaven
Requirements
Primary Responsibilities
Manage the build room, field service, and on-site technicians' daily operations by efficiently assigning and optimizing tasks
Coordinate with Support Coordinator regarding scheduling and optimizing the workload of the field service technicians.
Establish day-to-day operations of field service (build room, field service, and on-site), which adhere to defined SLAs (Service Level Agreements) and all key performance indicators (KPIs) and metrics.
Oversee the team members as they recognize, identify, isolate, and resolve problems with company or client products and services.
Ensure that IT solutions and network services are correctly addressed and/or escalated to relevant departments for implementation at client sites
Coordinate and troubleshoot technical issues and guide the team in resolving complex technical problems by quickly diagnosing, organizing, and prioritizing client issues and adequately managing client.
Provide ticketing, email, and phone support to respond to client inquiries and resolve routine issues.
Respond to inquiries and resolve routine issues in a knowledgeable, courteous, and professional manner.
Monitor team performance and schedule adherence to identify areas for improvement, training or coaching, or mentoring opportunities to foster continuous learning.
Maintain in-depth knowledge of all services and how to apply them in each client environment.
Develop and implement IT policies, procedures, and best practices.
Approve shift schedules and coordinate coverage to meet clients' operational hours.
Facilitate regular team meetings, recurring one-on-ones, and create agendas while managing accountability for meeting processes.
Manage interviews, training, and onboarding processes of new team members to ensure the right talent and cultural fit.
Complete annual performance reviews.
Generate relevant daily, weekly, and monthly reports as requested by clients, Account Managers and/or Service Delivery Manager.
Ensure consistent client experience through creating, training, and reinforcing new and existing processes/procedures.
Work directly with clients and account managers.
Provide additional support as needed
Responsible for timely entry and approval of all Field Service team expenses.
Skills, Qualifications & Experience
A Bachelor's degree in Information Technology, Computer Science, or any equivalent field.
At least 5 years of experience in IT field services, with 2+ years in a supervisory role.
Preferably experience working for a Managed Service Provider (MSP) in the past or currently working for one.
Experience in managing and implementing remote access solutions.
Certifications in CompTIA Network+ .
Knowledge and experience of ITIL principles.
Demonstrated team leadership skills.
Responsibility for direct reports.
Knowledge of ITIL service management standards.
Project Management Experience.
Hands-on field service, network engineering and/or client support experience.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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