Regional Service Manager (RSM)

New York, NY, US • Posted 7 days ago • Updated 7 days ago
Full Time
No Travel Required
On-site
$40 - $45/hr
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Fitment

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Job Details

Skills

  • End-to-End EUC Delivery
  • Field Services Management
  • SLA Management
  • KPI Tracking
  • MTTR Optimization
  • First Time Fix Rate (FTR)
  • CSAT Improvement
  • Multi-Site Operations
  • Deskside Support
  • IMAC Management
  • Device Lifecycle Management
  • Operational Governance
  • Dashboard Design
  • Regional Performance Reviews
  • GenAI Implementation
  • Predictive Maintenance
  • Smart Dispatching
  • Route Optimization
  • Ticket Clustering
  • Proactive Issue Resolution
  • IT Automation
  • Self-Healing Endpoints
  • Remote Resolution
  • ITIL Framework
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • IT Asset Management (ITAM)
  • Compliance
  • Process Standardization
  • Vendor Management
  • Stakeholder Management
  • Escalation Management
  • Continuous Improvement
  • Shift-Left Strategy
  • Device Standardization
  • Cost Reduction
  • Digital Transformation
  • Distributed Team Leadership
  • Workforce Planning
  • Performance Management

Summary

Regional Service Manager (RSM)

Location: New York City, NY

 

  • Lead end-to-end EUC and field services delivery across regions/enterprise level, ensuring SLA/KPI adherence (MTTR, FTR, CSAT, response times, backlog).
  • Manage multi-site operations including deskside support, field services, IMAC, and device lifecycle programs (deployment, refresh, onsite support).
  • Drive operational governance through dashboards, regional reviews, performance tracking, and continuous monitoring.
  • Implement and scale GenAI solutions for predictive maintenance, smart dispatch, route optimization, ticket clustering, and proactive issue resolution.
  • Increase automation through self-healing endpoints and remote resolution, reducing field dependency and improving efficiency.
  • Govern ITIL processes (Incident, Request, Problem) and ensure ITAM compliance and data accuracy across regions.
  • Standardize EUC and field service processes, optimize onsite vs remote support mix, and deliver vendor-backed service operations.
  • Act as primary stakeholder interface, managing escalations, conducting governance reviews, and aligning services with business priorities.
  • Drive continuous improvement initiatives including shift-left, dispatch optimization, device standardization, cost reduction, and digital transformation programs.
  • Lead distributed teams (deskside, field technicians, coordinators) with responsibility for workforce planning, performance management, and building high-performing, customer-centric teams.
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.
  • Dice Id: 91075297
  • Position Id: 9015615
  • Posted 7 days ago

Company Info

About aptlogix LLC

aptLogiX LLC was born to stand out from other IT hardware, software and service re-sellers. We believe in offering dynamic solutions that help our clients and their customers to achieve lasting success. From corporations, SMEs, healthcare businesses and government entities, we help adapt the way information technology is used within any department across organizations in North America. With over 50 years of combined experience in the IT industry, our team is able to leverage innovative technology and offer ongoing support to build a solid infrastructure apt for your needs. Every day, we look for new ways of incorporating human elements into your IT solutions.

Our Vision - To become a reliable partner by leveraging our business acumen to enable agile technology adoption with dedicated support through transition & transformation.

Our Mission - Utilizing the brilliance of human-implemented IT solutions to empower our clients to achieve their organizational goals.

aptLogiX offers best in class IT services such as product life cycle management, Application Development & Maintenance, professional and Managed Services. In short, aptLogiX partners with you to acquire, design, implement, and maintain technology solutions that are crucial for your organizational needs.

Contact the job poster
LJ

Lional Joseph

Recruiter @ aptlogix LLC
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