Job description:

Role Definition



Job Title: Field Services Manager



Work Location: TBD



Reporting to: Success Delivery Manager



As a crucial link between HCL and our external customers, the Field Service Manager will provide and assure his/her teams delivers high quality support. The candidate will drive the global operations with attention to detail, customer experience oriented, focus on problem solving and timelines. The Field Services Manager will be the front face of our company with internal and external customers at various levels of the organization. Lastly will focus on maintaining and improving the relationship with his/her team and the customer.



Job Description



As a Field Services Team Manager with minimum of 10+ Years of technical experience in providing quality services to end users which includes the following key roles and responsibilities:





Manage 3-10 FSO leads or managers across different regions



This role sets direction and develops metrics as they relate to efficiency, functionality, and stewardship.



This position will lead the development of reliable methods and implement desktop support improvements using Continuous Improvement.



This responsibility will include initiatives outside of the primary daily Desktop Operational responsibilities.



Customer Service is fundamental to this position as is team leadership, coaching & development.



This position will serve as an escalation point and will be asked to take a leadership role in critical situations.



Provide daily on-site direction of Desk Side team activities- including monitoring individual work queues, assigning work, and providing status updates, prioritization of tasks and coordination of resources, creating, understanding, and enforcing policies.



Making sure the technical documentation is current, working together with his/her team and with the Knowledge Management team.



Oversee Desk Side Project activities as it relates to Asset Refresh, office relocations, and department moves. Collaborate with Facilities project management to determine direction and need.



Accountable to ensure the team is meeting defined Service Level Agreements, expected by dates, minimizing, and evaluating breached and pending tickets. Should have basic reporting build knowledge.



Monitor staff work and efficiency.



Manages all aspects of the team, including hiring and performance evaluations.



Develops partnerships with other internal teams to ensure efficient, effective, and timely delivery of IT services.



Maintain an adequate spare parts inventory of hardware and supplies- ensuring a strategic methodology is used in daily management of part levels, including maintaining a current inventory listing of PC hardware across the environment.



Recommends, tests, and specifies PC hardware and software as technologies advance.



Conduct meeting sessions with direct reports and ensure regular team communications are happening in the different regions, including team meeting and daily huddles.



Provide regular performance updates and coaching, proactive feedback of current staff performance.



Manages support plan for site visits on time response to the incident



Maintain current inventory and asset management including listing of personal computer hardware, printer s peripherals, and software.



Coach and mentor on Continuous Improvement principles.



Collaborate with other support towers for seamless service delivery.





Desired Qualifications:



BS/BA in Computer Science, Information systems, or an equivalent combination of education



Experience:



10+ Years of experience in service delivery and End user hardware and software Configuration troubleshooting.



Experience with various desktop systems, operating sys