Description

You will manage field services support operations, overseeing vendor relations, team performance, and technical resolution for end-user computing environments.

This role is on-site.

Responsibilities

• Manage vendor relationships to ensure dispatch and scheduled tickets meet defined SLAs.
• Oversee team performance, handling transitions, improvement plans, and bridging communication with leadership.
• Drive process improvement and automation opportunities within the support workflow.
• Generate SLA and KPI reports for clients and internal stakeholders using ServiceNow.
• Resolve complex technical issues involving Windows OS, hardware, printers, and network connectivity.

Required Skills

• 8+ years of experience in Field Services support, Tech Bar management, or EUC hardware management.
• 5-6 years of experience in a Field Services Operations (FSO) Manager or similar leadership role.
• Deep technical expertise in Windows 10/11 upgrades, SCCM, and Windows build processes.
• Proficiency with ITSM ticketing tools, specifically ServiceNow, including dashboard creation and SLA calculation.
• Strong troubleshooting skills for hardware, software, and printer issues across legacy and modern Windows environments.
• Experience with remote desktop connectivity applications (SMS, Bomgar, WebEx) and VPN configurations.
• Ability to manage vendor dispatch, device ordering, and hub & spoke models.
• Excellent verbal and written communication skills with strong customer handling abilities.

Preferred Skills

• MCP, MSCE, MSCA, or HDI CSS certifications.
• ITIL knowledge (V2/V3/V4) focusing on Service Desk, Incident, Problem, and Change Management.
• Bachelor’s or Master’s degree in a relevant field.

Key Skills

Education

Bachelor's or Master's degrees