IT Services Manager

Company is searching for an experienced Field Service Manager with Managed Services experience to join Fort Lauderdale Team.
The Field Services Manager is responsible for managing the activities and responsibilities of the technical services team. As a part of this management, the Field Service Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.

Responsibilities
• Manage the service team’s daily activities
• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team
• Manage the dispatch process of service requests to ensure full utilization of technical resources Improve usage of IT Support resources and increase productivity of the team
• Communicate with all parties in a constructive manner to guarantee customer expectations are met • Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary
• Perform customer follow-up to verify final resolution and determine satisfaction level • Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
• Understand overall service desk objectives, as well as the role and function of each team member • Manage the development of the team by ensuring that daily tasks and activities are in line with company road map
• Assist the service desk team in design and development tasks
• Contribute to the continuity of computer services by providing the necessary technical leadership
• Drive problem investigations and resolution as required
• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production
• Design and maintain process documentation for the service team • Manage the process of implementing change efficiently and effectively
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices

Additional Duties and Responsibilities
• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Escalate service issues to Management team as required
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
• Involvement in the design and building of new services
• Conduct performance evaluations and mentor those with less experience
• Develop training programs to develop and refine the skills of the service desk team
• Facilitate regular service desk team meetings and service board reviews
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses as it occurs. Review for accuracy and efficiency.
• Review and approve the service desk team’s time and expenses
• Understand processes in Field Service system by completing assigned training materials and University training
• Enter and verify all work activities, such as; service tickets, or project tickets into Field System
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

Qualifications
• Proven record of performance with meeting customer expectations
• Ability to work well in a cross-functional team environment
• Must have excellent organizational and multi-tasking skills
• Excellent verbal, written, and presentation skills
• Must be open to local travel to client sites within the Florida
• Must have legal authorization to work in the U.S. for any employer

About IT Service Company:
Well established company, in business for over 40 years currently enjoying growth as a leader in our industry. We looking for quality individuals with a great attitude and exceptional customer service skills to join our team. Computer Service Company that provides professional technology, general business, operational support and legendary customer service is looking for a self-motivated, problem solving, knowledgeable and professional candidate to support customer base in the South Florida area. We provide health, vision and dental benefits, life insurance, paid vacations and holidays, as well as offering a 401K plan. Our employees have been employed with us on the average over 15 years. We have a great work environment that encourages personal growth and having fun.