Field Service Supervisor

The supervisor analyzes areas that need improvement, creates action plans, and provides guidance and strategic direction to maintain and enhance client satisfaction.

Hybrid 3 days onsite, Brookhaven

• Manage the build room, field service, and on-site technicians' daily operations by efficiently assigning and optimizing tasks
• Coordinate with Support Coordinator regarding scheduling and optimizing the workload of the field service technicians.
• Establish day-to-day operations of field service (build room, field service, and on-site), which adhere to defined SLAs (Service Level Agreements) and all key performance indicators (KPIs) and metrics.
• Oversee the team members as they recognize, identify, isolate, and resolve problems with company or client products and services.
• Ensure that IT solutions and network services are correctly addressed and/or escalated to relevant departments for implementation at client sites
• Coordinate and troubleshoot technical issues and guide the team in resolving complex technical problems by quickly diagnosing, organizing, and prioritizing client issues and adequately managing client.
• Provide ticketing, email, and phone support to respond to client inquiries and resolve routine issues.
• Respond to inquiries and resolve routine issues in a knowledgeable, courteous, and professional manner.
• Monitor team performance and schedule adherence to identify areas for improvement, training or coaching, or mentoring opportunities to foster continuous learning.
• Maintain in-depth knowledge of all services and how to apply them in each client environment.
• Develop and implement IT policies, procedures, and best practices.
• Approve shift schedules and coordinate coverage to meet clients' operational hours.
• Facilitate regular team meetings, recurring one-on-ones, and create agendas while managing accountability for meeting processes.
• Manage interviews, training, and onboarding processes of new team members to ensure the right talent and cultural fit.
• Complete annual performance reviews.
• Generate relevant daily, weekly, and monthly reports as requested by clients, Account Managers and/or Service Delivery Manager.
• Ensure consistent client experience through creating, training, and reinforcing new and existing processes/procedures.
• Work directly with clients and account managers.
• Provide additional support as needed
• Responsible for timely entry and approval of all Field Service team expenses.

• A Bachelor’s degree in Information Technology, Computer Science, or any equivalent field.
• At least 5 years of experience in IT field services, with 2+ years in a supervisory role.
• Preferably experience working for a Managed Service Provider (MSP) in the past or currently working for one.
• Experience in managing and implementing remote access solutions.
• Certifications in CompTIA Network+ .
• Knowledge and experience of ITIL principles.
• Demonstrated team leadership skills.
• Responsibility for direct reports.
• Knowledge of ITIL service management standards.
• Project Management Experience.
• Hands-on field service, network engineering and/or client support experience.