Service Operations Manager
4 weeks ago
Overview
Compucom Systems, Inc. specializes in comprehensive IT managed services, facilitating a digital workplace for enterprises of all sizes. Our mission is to allow clients to concentrate on their core business by employing a dedicated, customer-focused, and skilled workforce that embodies ownership, integrity, and enjoyment in their work. We are seeking a Field Services Manager to enhance our operational capabilities.
The Field Services Manager is responsible for the direct oversight and supervision of CFS Field Technicians. This role involves providing guidance and communication to ensure that team members deliver technical expertise and support to Compucom clients and their end users effectively.
Key Responsibilities
- Oversee Key Performance Indicator (KPI) metrics for the designated service area.
- Ensure compliance with contracted service level agreements.
- Develop and deliver service capability presentations.
- Collaborate with the local sales team on both new and ongoing business initiatives.
- Schedule projects and manage resources to meet 24/7 client demands.
- Work closely with Team Leads and Senior Field Services Managers to manage queues, aged calls, service level agreements, inventory, and real-time updates.
- Maintain regular updates to the call management system, ensuring accurate assignment of field resources and training matrices.
- Provide leadership with feedback regarding staff performance, geographical enhancements, and ongoing initiatives.
- Assist in the budget formulation for the Field Services area and monitor financial compliance.
- Act as a subject matter expert in all Service Management activities and operations.
- Address any personnel or disciplinary issues that may arise, overseeing hiring and termination processes as necessary. Review and approve all administrative personnel tasks, including timekeeping, vacation scheduling, performance evaluations, and annual reviews. Offer training, coaching, and counseling to team members for continuous improvement.
- Perform additional duties as required.
Qualifications
- A minimum of 5-7 years of relevant experience along with a Bachelor's degree, technical training, or an equivalent combination of education and experience.
- Previous management experience is preferred.
- Strong analytical, interpersonal, and leadership skills are essential.
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