Regional Service Manager (RSM)

New York, NY, US • Posted 7 days ago • Updated 7 days ago
Contract Independent
Contract W2
12 Months
No Travel Required
On-site
$40 - $45/hr
Company Branding Image
Fitment

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Job Details

Skills

  • Artificial Intelligence
  • Coaching
  • Communication
  • Dashboard
  • End-user Computing
  • Field Service
  • Generative Artificial Intelligence (AI)
  • IT Asset Management
  • IMAC
  • Leadership
  • Workforce Planning
  • Stakeholder Communications
  • Vendor Relationships
  • Stakeholder Management
  • Regulatory Compliance
  • Performance Management
  • Problem Management
  • IT Service Management
  • IT Infrastructure
  • Issue Resolution
  • Management
  • Operational Excellence
  • SLA
  • KPI
  • ITIL
  • ServiceNow

Summary

Introduction

We are seeking an experienced Regional Service Manager (RSM) to lead enterprise End User Computing (EUC) and Field Services operations for a large-scale client environment. The ideal candidate will have a strong background in managing multi-site deskside support teams, driving operational excellence, and ensuring high-quality IT service delivery.

Responsibilities

  • Lead end-to-end EUC and Field Services delivery across multiple locations.
  • Manage deskside support, field services, IMAC activities, and device lifecycle programs.
  • Ensure SLA/KPI compliance, including MTTR, FTR, CSAT, response times, and backlog management.
  • Drive operational governance through dashboards, performance reviews, and continuous service improvement.
  • Implement automation and GenAI-driven initiatives to improve support efficiency and proactive issue resolution.
  • Increase remote resolution and self-healing capabilities to reduce onsite support dependency.
  • Govern ITIL processes, including Incident, Request, and Problem Management.
  • Ensure IT Asset Management (ITAM) compliance and asset data accuracy.
  • Manage stakeholder communications, vendor relationships, and executive escalations.
  • Lead distributed teams, workforce planning, coaching, and performance management.

Requirements

Required Skills:

  • 10+ years of Enterprise IT Infrastructure/EUC experience.
  • 5+ years managing Deskside Support and Field Services teams.
  • Strong knowledge of ITIL processes and ITSM tools (ServiceNow preferred).
  • Experience managing enterprise device lifecycle (IMAC, deployments, refreshes).
  • Proven experience managing SLAs, KPIs, MTTR, FTR, and CSAT.
  • Experience with IT Asset Management (ITAM).
  • Exposure to automation, AI/GenAI initiatives, and digital transformation.
  • Excellent leadership, stakeholder management, and communication skills.

Preferred Skills:

  • Experience supporting large enterprise or global environments.
  • Candidates local to New York City or willing to work onsite.

If interested, please send your updated resume to with your contact details and availability.

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: 9015614
  • 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
SG

Shylish G

Recruiter @ aptlogix LLC
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