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IT Field Services Operations Supervisor

4 months ago

Orange, United States SystemRapid Full time

Mission

Manage and control all the activities executed by the Field Services.

Optimize the use of the resources assigned to the different activities in the Field Services and provide the required productivity improvements achieving the committed SLAs.


Responsibilities

Coordinate, control, and manage the Incident and Maintenance Service to ensure our end user incidents are met our Requirements.

• Organize Field service area to assign and schedule work to field service resources for incidents resolution.

• Manage technical escalations with our Service owner.

• Coordinate with our Service Owner and Communication office to effectively communicate incidents that may affect to an extensive user population.

• Coordinate with the our Excellence Office to define and implement proactive tasks required seeking incident avoidance. Focus on Top10 incidents in the area.

• Correct management of any Request Item (RITM)

• Implement strategies for effecting change, controlling change, and helping people to adapt to change.

• Management and maintenance of the business processes used to create, manage, disseminate, share, and use the information.

• Management of creating, using, sharing, and maintaining the knowledge and information of the organization.

• Create and maintain an environment where people can perform to their best and produce the highest-quality work most efficiently and effectively.


Experience & Qualifications

Experience in coordinating and directing end-user support projects.

• Experience in planning innovation projects.

• Application of technological renewal processes in similar projects.

• Experience in reporting oriented to service-specific information.

• Technical training in micro informatics


Knowledge

Knowledge in processes and methodology proposed by our team

• Service management tools.

• Elaboration of procedures and technical manuals.

• Basic IT/technical Knowledge & Knowledge of ITIL.


Abilities


Dealing with customers.

• Transmission of knowledge to the technical team.

• Project Management and coordination with other suppliers.

• Management and coordination of work teams.

• Ability to lead, organize and plan tasks.

• Leadership capacity of the different technical teams, warehouses, and inventory.

• Ability to identify risks, deviations, and their possible solutions