MITS Field Supervisor

About the role

The Managed IT Services Field Supervisor at Pacific Office Automation is a key position responsible for ensuring the smooth operation of the field services team. This role requires a combination of technical expertise, leadership, and customer service skills.

Responsibilities

• Provide efficient, timely, and well-documented technical support for all types of support tickets.
• Deliver excellent customer service by building strong relationships with stakeholders and collaborating with internal/external vendors and support teams.
• Mentor, train, and support team members, handling escalations and advanced troubleshooting.
• Oversee desktop deployment coordination, planning, and administration tasks.
• Ensure all assigned tickets are fully documented, meeting service-level requirements.
• Verify and update accurate time entries for all assigned tickets and tasks, both personally and for team members.
• Drive accountability for time management and work effort within the ticketing system.
• Coach, motivate, and develop team members to enhance technical and customer service skills.
• Cook up daily team responsibilities, fostering a strong customer service culture.
• Ensure high-quality service delivery, adhering to agreed-upon SLA commitments.
• Manage team performance by setting clear expectations, reviewing results, and addressing underperformance.
• Promote a culture of continuous improvement and process optimization.
• Function effectively in a technology-driven, team-based environment.
• Identify and recommend process improvements to enhance business efficiency.
• Resolve escalations and complex issues with urgency and superior customer service.
• Act as an escalation point for Field Service tickets.
• Perform other duties as assigned.

Qualifications

• Proven experience in IT support, network management, or a related technical field.
• Strong leadership and team coordination skills.
• Excellent problem-solving abilities.
• Exceptional communication skills, capable of explaining complex technical details clearly.
• Experience managing projects, especially desktop deployments, across multiple team members.
• Familiarity with IT infrastructure, ticketing systems, and CRM tools.
• Proficiency in Microsoft Office Suite.

Additional Attributes

• Ability to operate autonomously while being part of a larger team.
• Strong organizational skills with meticulous attention to detail.
• Willingness to learn and adapt to new technologies and methods.
• Comfortable with travel as needed.