Manager, IT Field Support

Overview

Oversee a group of field support employees to provide users with top-notch assistance at all of the organization's locations, including Connect Stores and volume management points. This position will oversee all IT assets, the rollout of IT hardware, multimedia, and event support, in addition to promoting a high standard of professionalism and prompt, accurate, and polite resolution of issues that are escalated or brought to the team's attention.

Responsibilities

• Make that the IT Field Support goals specified by KPIs and SLAs are met. • Meet or surpass all performance-based and operational KPIs related to the work order, incident, and service request processes. • Make sure that every critical, high, or VIP issue or service request is handled, and that it is addressed quickly, effectively, and within service level objectives. • Make sure that, in accordance with standard operating procedures, all problems and service requests are quickly escalated across tiered supports. • Make sure that every field support employee serves clients with promptness and professionalism and offers assistance to support workers as needed. • Notify management right once of any possible system difficulties or client complaints. • Make that all necessary reporting has been accurately filled out, revised, proofread, and is prepared for distribution. • Control the number of people providing IT assistance, including after-hours and on-call help. • Provide end users assistance in selecting the right hardware and software. • Oversee and take charge of the Field Support Team's technical and personal growth, including training, development plans, and performance reviews. • Communicate and collaborate with team members from the organization's Service Desk, Infrastructure Operations, Network Engineering, Security Operations, and other departments. • Contribute to the technological advancement and improvement of end user device functioning and customer support systems. • Keep an eye on and manage every IT asset in the company. • Make ensuring that protocols and guidelines are followed. • Create and implement surveys and service desk metrics to gauge customer satisfaction and performance. • Report and document the acquisition, modifications, upkeep, transfer, loss, lending, theft, disposal, and any missing, destroyed, or damaged IT assets. • Create monthly, quarterly, and yearly reports on IT assets. • Utilize the existing ITSM asset management tool to track assets, provision assets, offer logistical assistance for asset mobility, get end-user equipment ready for user deployment, and help with equipment excising and disposal coordination. • Oversee the installation, tracking, upkeep, creation, enhancement, and assistance of all IT resources, including operating systems, hardware, software, and accessories. • When appropriate, assign as a technical resource for internal and external IT projects • Observe how technology and tools are being used in the sector; create and provide the IT Division with significant technical recommendations. • Look into and support the choice and application of hardware and software solutions.

Requirements

• A minimum of a first degree in computer science or engineering, or a degree comparable to that Professional certifications in Cisco, Microsoft, ITIL, or other pertinent IT fields • The designation of Certified Business Continuity Professional • It was necessary to participate in and complete a certain number of hours of management and leadership programs. • HDI Accreditation • A minimum of five years' experience in telecom information technology, with at least three of those years spent in a managerial role. • Expertise running a support business with more than 20 employees. • Knowledge of the ITIL Standards Framework or IT Service Management (ITSM) • Understanding of wired and wireless networking, VLANs and subnetting, server operating systems, device management systems, service desk ticketing systems, and basic and sophisticated scripting to modify user environments. • Aptitude for troubleshooting and diagnosing hardware issues on desktops and laptops.