Job Description
Must haves
Minimum of 10 years of experience in a IT Service Management role, with at least 5 years in a leadership position managing desktop and field service engineers.
Hands-on experience in transition and transformation projects in the (Field Services domain) desktop/laptop, printer, mobility, AV/meeting room support.
10+ years of experience in End User Computing and field service concepts, including categorization, prioritization, and workflow for all types of calls, such as break-fix, IMAC, service request, problem, change management, etc.
What you’ll do
Oversee the day-to-day operations of desktop and field service engineers, ensuring high-quality service delivery that aligns with SLAs and customer expectations.
Act as the central liaison for all transition and field service delivery activities for a single or multiple customers.
Transition from External Customers and/or Incumbents for Service being delivered by the FS tower
Subject matter expert on End User Computing, Field Services and Third Party Partner Management that are also supplying these services and resources for Client
When requested perform analysis of customer RFP and Service Requirements with the Sales teams in Pre-sales Stage to help create a solution offering to the customer.
Analysis of Service provision and resourcing based on SLA’s, Assets, Call Volumes, Site criticality and customer requirements.
Creation and review of required SLA’s, KPI’s, Service Credit Penalties.
Creation of Statement of Work Documents outlining Service Requirements that will be shared with our partners outlining support requirements.
Customer solution discussions and Presentations to Director level on Service Capabilities of clients.
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