IT Field Services Lead

Description Mission

Manage and control all the activities executed by the Field Services.

Optimize the use of the resources assigned to the different activities in Field Services and provide the required productivity improvements to achieve the committed SLAs.

Functions

Reactive activities management is used to resolve incidents and problems identified by the customer as Second-level support services or first-level operation services outside business hours.

Experience

• Experience in coordinating and directing end-user support projects.

• Experience in planning innovation projects.

• Application of technological renewal processes in similar projects.

• Experience in reporting oriented to service-specific information.

• Technical training in microinformatics.

Travel: Around Connecticut locations

Knowledge

• Knowledge of processes and methodology proposed by the client

• Service management tools.

• Elaboration of procedures and technical manuals.

• Knowledge of ITIL.

Abilities

• Dealing with customers.

• Transmission of knowledge to the technical team.

• Project Management and coordination with other suppliers.

• Management and coordination of work teams.

• Ability to lead, organize, and plan tasks.

• Leadership capacity of the different technical teams, warehouses, and

inventory.

• Ability to identify risks, deviations, and their possible solutions.

Additional Experience

-Assure the implementation of the maintenance procedures. Identify and

validate, jointly with the customer, everything needed to execute the activities

of the service.

-Implement processes to improve the area, continuously review the hardware

supply chain, end user-offered services, and define technical and procedural

improvements.

Responsibilities

• Coordinate, control, and manage the Incident and Maintenance

Service to ensure the customer end-user incidents are met with their requirements.

• Organize Field service area to assign and schedule work to field

service resources for incident resolution.

• Manage technical escalations with the customer service owner.

• Coordinate with the Service Owner and Communication office

to effectively communicate incidents that may affect an extensive

user population.

• Coordinate with the Excellence Office to define and

implement proactive tasks required seeking incident avoidance. Focus

on Top10 incidents in the area.

• Correct management of any Request Item (RITM)

• Implement strategies for effecting change, controlling change, and

helping people to adapt to change.

• Management and maintenance of the business processes used to

create, manage, disseminate, share, and use the information.

• Management of creating, using, sharing, and maintaining the knowledge

and information of the organization.

• Create and maintain an environment where people can perform to their

best and produce the highest-quality work most efficiently and

effectively. Requirements Microsoft, Best Practices, Field service management, SLAS-ITIL, End-User Support, ITIL Processes, ITIL - IT Infrastructure Library, ITIL Processes Technology Doesn't Change the World, People Do.®

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