Overview
On Site
USD 20.90 - 24.20 per hour
Full Time
Skills
Productivity
Service Level
Resource Allocation
Communication
FOCUS
Change Management
Business Process
Management
Technical Support
Field Service
Innovation
Service Management
ITIL
Leadership
Microsoft Technologies
Field Service Management
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
We are looking for a skilled IT Field Services Lead to oversee and enhance the delivery of field services operations. In this role, you will play a critical part in managing resources, driving productivity improvements, and ensuring service level agreements (SLAs) are consistently met. This is a Contract-to-Permanent position based in Rochester, New York.
Responsibilities:
Supervise the incident and maintenance services to ensure end-user issues are resolved in alignment with customer expectations.
Organize and schedule field service activities to optimize resource allocation and meet operational demands.
Handle technical escalations by collaborating closely with the customer's service owner.
Facilitate communication about widespread incidents by coordinating with the Service Owner and Communication Office.
Develop and execute proactive measures to minimize recurring incidents, with a focus on top issues affecting the area.
Ensure proper management and resolution of service requests in alignment with organizational standards.
Drive change management strategies to streamline processes and support team adaptation to new initiatives.
Maintain and enhance business processes to improve information dissemination, sharing, and utilization.
Foster an environment that promotes efficiency and high-quality output among team members.
Requirements
A minimum of 5 years of experience in managing and leading end-user support or field service projects.
Proven expertise in planning and executing innovation and technological renewal initiatives.
Solid technical knowledge in microinformatics and related areas.
Familiarity with service management tools and methodologies, including ITIL processes.
Strong leadership skills with the ability to organize, plan, and coordinate tasks across multiple teams.
Experience in creating and maintaining technical manuals and procedures.
Proficiency in identifying risks, addressing deviations, and implementing effective solutions.
Knowledge of Microsoft tools and best practices for field service management.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
We are looking for a skilled IT Field Services Lead to oversee and enhance the delivery of field services operations. In this role, you will play a critical part in managing resources, driving productivity improvements, and ensuring service level agreements (SLAs) are consistently met. This is a Contract-to-Permanent position based in Rochester, New York.
Responsibilities:
Supervise the incident and maintenance services to ensure end-user issues are resolved in alignment with customer expectations.
Organize and schedule field service activities to optimize resource allocation and meet operational demands.
Handle technical escalations by collaborating closely with the customer's service owner.
Facilitate communication about widespread incidents by coordinating with the Service Owner and Communication Office.
Develop and execute proactive measures to minimize recurring incidents, with a focus on top issues affecting the area.
Ensure proper management and resolution of service requests in alignment with organizational standards.
Drive change management strategies to streamline processes and support team adaptation to new initiatives.
Maintain and enhance business processes to improve information dissemination, sharing, and utilization.
Foster an environment that promotes efficiency and high-quality output among team members.
Requirements
A minimum of 5 years of experience in managing and leading end-user support or field service projects.
Proven expertise in planning and executing innovation and technological renewal initiatives.
Solid technical knowledge in microinformatics and related areas.
Familiarity with service management tools and methodologies, including ITIL processes.
Strong leadership skills with the ability to organize, plan, and coordinate tasks across multiple teams.
Experience in creating and maintaining technical manuals and procedures.
Proficiency in identifying risks, addressing deviations, and implementing effective solutions.
Knowledge of Microsoft tools and best practices for field service management.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.