FSO Site Manager

About the role

As a member of the Field Service Operations team, the candidate will provide high quality support, technical expertise, and timeliness. This position requires Manager to track team progress by creating plans and strategies while following through to ensure they have implemented agreed-upon tips and tools. Their responsibilities encompass coordinating field operations, training teams, managing inventory, and ensuring excellent customer service. The candidate will also provide hands and eyes support to other IT teams including Audio Visual, Network, and Servers.

Responsibilities

• Manage a team of 25-30 technicians across locations
• Manage the reporting of SLAs, adherence of SLA and contract
• Manage shift and shift planning including on‑call roster
• Manage resource productivity
• Enable the team with training and development
• Ensure security compliance
• Ensure sufficient inventory level is managed across locations
• Ensure all service requests and incidents are resolved before agreed service levels
• Plan and execute any move request or project work
• Lead the team by providing technical and process assistance to the following activities:
• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software
• Perform break‑fix, desk‑side support, IMACD’s, data migration, refreshes and health checks
• Perform onsite updates, configuration changes, or software installations
• Provide onsite technical assistance to end users by visiting their desk location
• Identify potential issues that could adversely impact end‑user experience and follow through on action steps to prevent
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement
• Respond to end‑user requests for updates on ticket status and promptly follow up as needed
• Coordinate with vendors for provision of end‑user support (e.g., hardware vendor technicians for warranty repair/replacement)
• Perform end‑user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Provide IT support for on‑site meetings and events including site setup, coordination with venue IT/AV contacts and stand‑by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites
• Provide on‑call support if required outside business hours on a rotational basis

Requirements

Minimum 4‑7 years of technical experience in service delivery and end‑user hardware and software configuration troubleshooting. Ability to travel to remote sites or clusters. Able to lift up to 30 lbs at waist level.

Qualifications

• BS/BA in Computer Science, Information Systems, or an equivalent combination of education
• CompTIA A+ certification or equivalent

Skills

• 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
• Flexible for travelling to remote sites or clusters