Position : Field Services Manager (RSM)
Location : Georgetown, KY
Type : Fulltime
Manages Teams of Technicians supporting EUC Tier 2 field services operations in a large manufacturing environment including remote locations
Reviews team performance metrics against Statements of Work to ensure SLA, KPI and CPI requirements are met
Manages demand and capacity for project activity
Assesses and analyzes ongoing staffing requirements and right-sizing per site
Interacts with customer business and IT contacts and shares performance reports as needed. May be required to manually create operational reports.
Interacts with client, participates in service improvement programs
Analyzes reports and identifies improvement areas for technical performance
Works with other technical teams to identify, recommend and drive implementation of improvement activities including shift-left, lean IT, and automation.
Effectively communicates to internal and external stake-holders
Determines end user and business needs and recommends potential new services
Must have Strong knowledge of IT operations management processes, automation and technologies, especially toward client and end user facing roles
Must Possess Knowledge of Service Desk, Tier 1/2 Teams, basic voice, basic network, monitoring systems, ticketing tool systems and other infrastructure services
Must have basic asset management experience
Should be ITIL Foundation trained; ITIL certifications desired with Intermediate level certification will be preferred.
Must have understanding of Knowledge Management, Problem Management, Quality Management and controls, Service Management, SIP and CSI Processes or have prior verifiable experience in working in support of such roles.
Must be able to comprehend project management methodologies and implement best practices for distribution of workloads
Excellent Communication Skills
Strong interpersonal skills coupled with exceptional organizational skills
Must have demonstrable experience of delivering to tight deadlines
Ability to comfortably interact with business level customers and to conduct difficult discussions as needed while maintaining professionalism
Other Skills / Experience Desired:
Experience working in a complex enterprise IT environment
Firm understanding of ITIL processes - Incident, Problem, Change, Asset, Knowledge, etc.
Report creation and comprehension skills required
Basic project management skills required
Required Experience with IT ticketing tools (Service Now preferred)
Technical team management to SLA, performance and project standards is required (will be verified) Experience:
5-9 years of relevant experience preferred across a diverse range of Infrastructure services is preferred (Service Desk, Tier 2 teams: both onsite and remote, Collaborative Workforce, ITSM tools, Quality)
Candidates with experience in a manufacturing environment will be given preference
Please let me know if you are comfortable and interested to apply for the above mentioned role.