IT Field Services Manager

IT Field Service Manager

MileOne is now hiring an experienced IT Field Service Manager to lead and oversee our team of IT field service technicians.

The ideal candidate will have experience managing a team of technicians, scheduling and dispatching work, and providing customer service. The candidate will be responsible for ensuring that our field service team is providing the highest level of service to our employees in terms of quality, timeliness, and resolution.

Duties & Responsibilities

• Schedule and dispatch hardware technicians to support all regions of MileOne's operations
• Schedule site visits to assess: technician work areas, MDF/IDF cleanliness, and end user attitude towards hardware technicians
• Monitor ticket status diligently to ensure that tickets are handled in a timely manner and SLAs are met
• Dispatch all tickets assigned to the field service queue in a timely manner
• Handle customer inquiries and complaints in a professional and timely manner
• Assist technicians with technical issues, and escalate unresolved issues in a timely manner
• Ensure that all safety procedures are followed by field technicians
• Develop and maintain positive relationships with customers and vendors
• Assist in managing inventory of parts and supplies
• Obtain order approvals from store management
• Train new field service technicians on company policies and procedures
• Maintain accurate records of technician time, expenses, and materials used
• Establish insightful performance metrics and review with department leadership on a monthly basis
• Conduct regular performance reviews for direct reports
• Plan and implement strategies to improve and optimize field service operations
• Available to travel out of state travel, both daily and overnight, to visit remote offices as needed
• Other duties as assigned

Required Skills and Qualifications

• 5+ years of experience in field service management role
• Proven track record of successful team leadership and development
• Excellent communication, interpersonal, and presentation skills
• Strong analytical and problem-solving skills
• Highly organized with excellent time-management skills
• Working knowledge of PC hardware and software capabilities
• Microsoft Windows networking and LAN/WAN experience
• Working knowledge of Mobile Device Management tools
• Must be able to provide 3 professional references which will be verified in the screening process

Preferred Skills and Qualifications:

• 5-7 years of proven experience in field service management role, with prior time served as a field tech
• Proven experience with ManageEngine or similar ticketing system software
• Expert knowledge of IT best practices and policies
• A detailed knowledge of TCP/IP and IP addressing
• Working knowledge of Microsoft applications and Active Directory
• Bachelor of Business Administration, Bachelor of Science in IT, Certification in IT Service Management, or equivalent experience
• Automotive IT experience is a plus

MileOne Autogroup is dedicated to actively helping our communities, we have raised millions through local and national charities. For more information, visit our website and click "Why MileOne".

MileOne Autogroup is an equal opportunity employer and we maintain a drug free work environment.