Field Services Supervisor
Bell Techlogix, Inc.

Essential Functions:

• Focuses on Customer service, Customer Relations, Leadership, Decision Making and Critical Thinking.
• Highly disciplined individual who will lead by example and set clear expectations and objectives to her/his team in meeting contract terms and setting proper client expectations.
• Leads Deskside Support team on client sites to achieve all operational metrics and client satisfaction standards.
• Leads Deskside Support team in analyzing complex business-related issues as they apply to system infrastructure and provide on-demand solutions.
• Monitors problem ticket management database and follows up with assigned personnel ensuring timely resolution of problems. Manages and coordinates urgent and complicated support issues. Acts as escalation point for all requests and incidents.
• Maintains and improves profitability and operational excellence for assigned clients.
• Maintains and fosters a positive business relationship with all assigned clients.
• Provides support for compiling applicable client invoices monthly.
• Ensure that all client service level agreements (SLAs) and KPIs are met.
• Maintains intimate understanding of client SOWs and drives company resources to fulfill its obligations.
• Participates and leads as needed in applicable client meetings & conference calls, compiles meeting notes & action items.
• Oversees potential issues or opportunities for applicable client engagements.
• Takes ownership in implementing applicable strategic initiatives.
• Serves as liaison between cross functional teams to include knowledge management, Service Desk, quality assurance (QA), and others to drive proactive shift left/best opportunities.
• Responsible for ensuring knowledge base includes general & client specific information that is accurate and readily available and communicates applicable knowledge, policies, and procedures to technical leads & analysts.
• Assists in QA review process implementation; notifies senior management of any applicable issues in maintaining QA program.
• Serves as a player/coach and willing to do what is needed to drive results.
• Train, coach, and mentor deskside support team.
• Oversees and provides (if applicable) training/coaching opportunities and reviews technical/non-technical issues with technical leads & analysts in a timely manner.
• Sets stretch objectives for employees and manages performance issues consistently & effectively.
• Meets with direct reports on a regular basis to monitor performance and development.
• Available to work as needed to support the business.
• Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented SLA targets.
• Always keeps a professional business relationship with client to effectively represent Bell Techlogix in difficult situations.

• Must have a high school diploma or equivalent.
• 4-5 years' work history working in a deskside capacity with daily face-to-face end-user interface.
• Previous leadership experience is a plus.
• Knowledge of quality standards.
• Knowledge of ServiceNow ITSM tool.
• Base ITIL Certification preferred.

• Excellent presentation, verbal, and written communications skills.
• Ability to communicate effectively at all levels of an organization.
• Ability to explain product material to a variety of audiences.
• Effective interpersonal skills.
• Attention to detail, good organizational skills, and possess solid customer service skills.
• Demonstrated ability to prioritize multiple tasks and timelines and to meet deadlines.
• Ability to work independently and as a member of the team.
• Proficient with Microsoft Office suite with an emphasis on Excel and knowledge of Microsoft Project.

• Must be able to travel to other client and company sites up to 25% of the time.
• Must be able to move around the assigned facility frequently.
• Must be able to work on a computer for long periods of time.
• Must be able to communicate effectively face to face and virtually.
• Must be able to input data into computer systems correctly and efficiently.

• Computer
• Phone

• Must pass pre-employment (post offer) background check and drug screen.