Manager, Technology Field Services

Primary Role

With minimal guidance, responsible for the following:

• Involved in State Level Leadership meetings and communications.
• Ensure all Safety Protocol for coverage area and teams are followed.
• Act as the Lead for Site Acquisitions to coordinate IT related items from Meter Reading, New building Standups, New User Onboard, etc.
• Managed performance reviews, address performance issues, complete time and purchase cards approvals and manage team workload.
• Manage the hiring process for new positions on team, including interviews and onboarding.
• Advises various support levels on moderate to complex technology issues, incidents, and problems and provides guidance and direction to junior support analysts for issues, incidents, and problems associated with telephony systems, personal computers, first level LAN/WAN support and adherence to IT standards including PCs and wiring.
• Provides high level support to customers for software/ hardware end-user computing and desktop-based LAN systems; escalates accordingly.
• Documents problems/resolutions and maintains asset inventory.
• Assist with new hire onboardings, work with hiring managers, obtain assets, Desk setup, track ID provisioning, provide technical on-boarding on first day.
• Work with the State Senior Specialists to manage the State or Service Company Budgets and ensure ordering is completed as scheduled and lifecycles are accurately managed with the 5-year forecasts.
• Mentor Specialist on budget process.
• Team escalation point for issues related to configuring, installing, troubleshooting, and support issues.

Key Accountabilities

Field Support Responsibilities:

• Provides training, guidance, and mentorship to less experienced technicians.
• Responsible for leading technological trends and solutions to enhance the enterprises competitive edge.
• Configuration, deployment, and implementation for new assets and/or lifecycle replacement.
• Applies and enforces all Change Management policies and procedures.
• Provides 24 x 7 after hours technical field support.
• Provides data to assist with root cause analysis process when solving problems and implements solutions that will prevent the problem from reoccurring.
• Work with vendor support for hardware and software resolutions.
• Process Improvement and Documentation:
• Align with other teams to resolve escalated issues.
• Documents and maintains local software installs and all site surveys

Knowledge/Skills

• Provides training, guidance, and mentorship to less experienced technicians analysts.
• Responsible for deploying technological trends and solutions to enhance the enterprises competitive edge.
• Provides maintenance and support for client products, peripherals, servers, mobile devices, networks and physical moves.
• Provides maintenance, installation, and support for client software.
• Configuration, deployment and implementation for new assets and/or lifecycle replacement.
• Applies and enforces all Change Management policies and procedures.
• Provides 24 x 7 after hours technical field support.
• Provides data to assist with root cause analysis process when solving problems and implements solutions that will prevent the problem from reoccurring.
• Work with vendor support for hardware and software resolutions.
• All other duties as assigned Process Improvement and Documentation:
• Escalates deficiencies in technical processes and inform Management.
• Documents and maintains local software installs and all site surveys.
• Forecasts lifecycle replacement for all hardware and present to Management.
• Performs & audits all asset inventory for assigned locations.
• Keeps all associated inventory data current.
• Identifies all missing assets via cross referencing.
• Completes asset retirements as defined.

Experience/Education

• Bachelor’s Degree in Computer Science, Information Systems or other
• related field preferred or 7 + years in similar role.
• A+ Certification Preferred. Microsoft Certifications, Network + Certifications a Plus
• Over 8 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills.
• Effectively managing multiple tasks/projects, concurrently.
• Work Safely adhering to all safety requirements.
• Acquire CPR/AED and Defensive Driving within one year per company requirements.
• Recommended Experience Levels for this position:
• - MDM Tools - WS1 / SCCM – Intermediate to Expert
• - Mobility – iPad/iPhone/Tablet
• - Office 365 – Intermediate to Expert
• - AV Systems – Intermediate to Expert
• - Budget Management – Intermediate to Expert
• - Communications – Intermediate (Written and Spoken)
• - Project Management – Intermediate to Expert
• - Coaching and Mentoring – Intermediate to Expert

Travel Requirements

• Up to 50% travel as required

Work Environment

• High-pressure/time sensitive/changing environment

Other

• Ability to lift 50 lbs.

Competencies