Job Title: Manager, Field Tech ServicesTravel %: Variable to client sites- up to 30%Supervisory Responsibility: YesPosition Type: Full-timeCompensation Range: $90,000 - $120,000 per yearCompany Overview:Join us at Virtual Technologies Group (VTG) for the opportunity to manage our Field Tech team, which provides on-site IT support on a national level to a diverse group of clients. VTG offers tech solutions, ranging from managed IT services, to custom application development, to VoIP, as well as cybersecurity and physical security offerings. Job Overview:The Manager, Field Tech Services will oversee the day-to-day management and strategic direction of our national Field Technician teams. This role is responsible for ensuring high-quality, timely IT service delivery to customers, both remotely and on-site. Key objectives include meeting and exceeding service level agreements (SLAs), driving operational efficiency, and fostering a customer-centric culture. This leader will collaborate with senior management and cross-functional teams to align IT service delivery with business goals. Responsibilities/Job Functions:
- Lead and support a team of field service technicians and engineers to meet SLAs and customer satisfaction goals.
- Cultivate a positive team culture by promoting engagement and morale-boosting initiatives.
- Train and mentor team members on company procedures, best practices, and ITIL standards to ensure consistent service quality.
- Manage ticket escalations and ensure complex issues are addressed by appropriate escalation teams.
- Conduct performance reviews, providing constructive feedback, mentorship, and coaching.
- Organize regular team meetings to discuss performance metrics, address challenges, and build team cohesion.
- Develop dashboards and reporting tools to monitor SLAs, track workload, and make data-driven adjustments.
- Coordinate and schedule field service operations, ensuring timely and efficient response to service orders.
- Address customer complaints promptly, ensuring professional and satisfactory resolutions, and act as an escalation for customer issues and complaints that may rise to the director level.
- Collaborate with sales and support teams to align service delivery with customer needs and contractual agreements.
- Continuously evaluate and improve field service operations to enhance efficiency, compliance, and customer satisfaction.
Minimum Qualifications:
- Bachelor's degree in Information Technology, Business Management, or a related field; or equivalent experience as a network or IT systems engineer.
- 6+ years of experience in IT service management, with at least 2+ years in a leadership role overseeing field service technicians and engineers.
- Strong candidates will have experience working with large, distributed teams and managing a multi-location workforce.
- Demonstrated success in achieving and exceeding SLAs, driving customer satisfaction, and optimizing service delivery within a managed IT service environment.
- ITIL certification or similar IT service management certifications. Strong knowledge of ITIL practices and experience implementing IT service management (ITSM) frameworks.
- Familiarity with industry regulations and compliance standards related to IT services and data security.
- Proficiency with service desk and remote management tools, such as ServiceNow, ManageEngine ServiceDesk, ConnectWise, Datto Autotask, etc.
- Exceptional leadership, communication, and interpersonal skills, with a track record of coaching and developing high-performing teams.
- Excellent analytical skills and ability to use data to drive decisions and efficiencies
- Ability to travel as needed to support field operations and client engagement.
EEO Statement:We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.