Senior Field Services Manager

Provides direct supervision to a large team of technical support specialists. Work is guided by operational and project objectives. Manages a larger field services team and/or a supplier relationship. Responsible for ensuring that SLAs are met in their area of responsibility. Manages the hiring process; including evaluating potential candidates, interviewing, onboarding, training and offboarding. Manages team and individual goals and performance; including performance coaching. Develops and mentors' staff through open communication, training, and development opportunities. Works within general policies and management guidance, independently determining approach to managing daily operations. Ensures that team members are improving performance and service. Use information gathered at client and staff meetings to target areas of improvement. Receives feedback from the customers and reports it to the client delivery executive; providing details regarding whether the clients' expectations have been met or not. Assists in escalation management of issues raised in the field. Supports the leadership team in business process improvements. Minimum 8-10 years' experience with desktop/software support & hardware (break/fix). Has managed a team consisting of 10+ team members. Minimum 5 years managerial / leadership experience. Practical knowledge of ITIL is required. ITIL v4.0 certification is preferred. A team player; someone comfortable working in a highly collaborative, team-oriented culture. Demonstrated strong leadership of personnel and of business objectives. Advanced verbal and written communication skills. Ability to prioritize work and operate under tight deadlines. Attentive to detail and ability to always follow-through to completion. Ability to physically perform general office requirements. Must be able to perform essential responsibilities with or without reasonable accommodations. Travel will be required as business dictates. Must have Driver's license and reliable personal transportation.