Field Service Operations Manager

1 week ago

Queens, New York, United States Excell Full time

At Excell, we are seeking a highly skilled Field Service Operations Manager to oversee the day-to-day activities of our break-fix team. This role requires a strong background in IT support, particularly in high-demand, mission-critical environments.

Key Responsibilities:

  • Oversee the day-to-day activities of the break-fix team, ensuring that incidents are resolved within SLA timeframes.
  • Coordinate within designated locations, assign tasks to technicians, and prioritize incidents based on severity, business impact, or risks in fulfilling the SLA.
  • Review technician resolution and closure notes to ensure all relevant details are logged accurately, provide metrics reporting weekly.
  • Escalate incidents that may be unable to be resolved within the agreed Service Levels.
  • Provide technical guidance and mentorship to a team of IT technicians, ensuring they are properly trained and equipped to handle break-fix issues.
  • Foster a collaborative team environment that encourages continuous improvement and skill development.
  • Oversee the proactive monitoring of technicians' utilization and SLA performance.
  • Create and share reports with management identifying problem areas, with recommendations for improvement at the team and individual level.
  • Collaborate with internal logistics teams for parts and equipment replacement to maintain proper stocking of assigned vehicles.
  • Maintain an inventory of IT assets and ensure accurate documentation required of the CMDB.
  • Recommend and develop improvement processes for managing break-fix issues.
  • Create and/or maintain thorough documentation of issues, solutions, and standard operating procedures (SOPs) to ensure consistency and efficiency across the team.
  • Ensure that all break-fix tasks are completed within agreed-upon Service Level Agreements (SLAs).
  • Provide regular performance and incident reporting to management, detailing issue resolution times, out-of-SLA performance, OT, and areas for improvement.
  • Serve as a point of escalation and be available for on-call support when necessary to ensure that break-fix issues are addressed promptly.

Requirements:

  • Minimum 5+ years of experience in IT support, with at least 2 to 3 years in a lead or senior technical role, preferably in a break-fix environment within a banking or financial sector.
  • Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
  • CompTIA A+ certification required.
  • Network+, or Security+ certification required.
  • Microsoft Certified Systems Engineer (MCSE) preferred.
  • Cisco Certified Network Associate (CCNA) preferred.
  • ITIL Foundation Certification preferred.
  • Proficiency in hardware repair or replacement (desktops, laptops, printers, monitors, docking stations).
  • Strong knowledge of operating systems (Windows 10 & 11) with a focus on configuring end-user devices.
  • Strong knowledge of updating and reporting with ServiceNow.
  • Familiarity with networking hardware (routers, switches, firewalls, WAP).
  • Knowledge of ITIL and Incident Management best practices.
  • Proven experience leading teams, managing workloads, and resolving conflicts.
  • Ability to mentor and develop junior technicians.
  • Ability to quickly diagnose and resolve technical issues in a fast-paced environment, with a strong focus on minimizing downtime to meet SLAs.
  • Excellent verbal and written communication skills.
  • Ability to explain technical issues to non-technical stakeholders and collaborate with cross-functional teams.
  • Strong ability to manage time effectively, prioritize tasks for yourself and the team.
  • Ability to handle multiple projects simultaneously while meeting deadlines.
  • Ability to lift and move IT equipment (up to 50 lbs.).

Benefits:

  • $38.46 per hour.
  • Full COVID-19 vaccination may be required.

We offer a comprehensive benefit package that you can elect into, including:

  • Health Insurance (Medical, Vision, Dental).
  • 401k.
  • Basic Life / AD&D.
  • Supplemental Insurance Plans.
  • Paid Time Off Plan.
  • Paid Holiday.
  • Paid Sick Leave plan.
  • FSA / HSA Pre-Tax Benefits.
  • Employee Discounts.

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time.

CompucomStaffing Supports Equal Employment Opportunity.

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