Field Service Supervisor

CTS•New York, NY

3d•$100,000 - $120,000•Hybrid

About The Position

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions, however our team is equipped to handle the complexities of IT across a variety of sectors. We’re committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry. At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries. Learn more about us at https://www.charterts.com JOB SUMMARY The Field Service Supervisor will be responsible for managing the field service engineers, helping to ensure our client’s onsite visits are proactive and filled with valuable work. This role reports to the Service Delivery Deputy Director responsible for service center.

Requirements

5+ years of experience in a customer-facing, technical-services environment, with a strong commitment to customer service.
Great communication skills, founded in being a good listener who seeks to understand the position of those being supported.
Experience in Scheduling and Resource Management.
Experience in networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP and QoS.
Experience with WAN/LAN networking including routing, switching, security and load balancing.
Experience in WLAN technologies including, but not limited to, Meraki, UniFi and Cisco.
Experience with Microsoft Windows Server, Windows Desktop and Apple Ecosystems.
Experience in Network Attached Storage (NAS).
Experience with Grand Stream or other Asterisk based PBX systems.
Experience with Android, iOS, Gsuite and Office365.

Nice To Haves

Experience working for a Managed Service Provider (MSP) or IT Support Business.
Experience with MSP-related tools: ConnectWise, Kaseya VSA, PRTG, and ITGlue.

Responsibilities

Help lead and prioritize the support team's workload.
Visit our client sites at least 3 times per week and ensure that our engineer’s work product is aligned with clients and CTS expectations.
Liaise with internal teams, vendors, and client contacts.
Act as a resource to the rest of the team for rapid decisions and direction as well as help to coordinate escalations.
Help identify areas where Standard Operating Procedures (SOP's) don't exist or need further work. In addition, to help improve those processes.
Regularly monitor the teams' overall performance and report on metrics to the CM’s, SA’s, and SDM’s. Participate in efforts to improve different level engineer group performance (e.g. manage dashboards, SLA’s, KPI’s. risks/issues).
Be a liaison to clients where it relates to service delivery issues.
Ensure that proactive work is being carried out by engineers in addition to the day-to-day service requests/incidents).
Identify areas of needed coaching and training for the team.
Listen to the teams overall internal and client facing feedback and help resolve any conflicts and issues..
Manage overall expectations of our clients via phone, email, tickets or any other method approved and used by CTS.
Ensure the team follows established procedures for routine work like creating new users, configuring laptops/desktops, NVR’s, PBX’s, and phones.
Ensure the prompt and thorough documentation of all work by the team via our ticketing system, ITGlue and other tools. This includes supporting the team with documenting assets, configurations, passwords, processes, etc and maintaining current and accurate documentation.
Ensure the consistency and efficiency of our documentation efforts. Support the team with documenting assets, configurations, passwords, processes, etc. and maintaining current and accurate documentation.
Keep track of supervised engineers' efforts, their successes and failures and provide acknowledgement where there is success as well as support and direction where there is failure.
Review onsite engineers EOD reports to ensure quality of work and compliance with our standards
Review all supervised engineers ticket communication where time allows but definitely on a weekly basis
Work closely with the Client Strategy teams and also participate in the preparation of the QBRs (Quarterly Business Review) when requested in order to assist with managing the relationship and service offerings to the client.
Have 1 on 1’s with supervised engineers and provide clear metrics of their overall performance. Lastly, ensure engineers are fulfilling expected output hours and quality of work.
Provide onsite assistance when a client is experiencing frustration with our overall services.
Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics alongside the SDM.
Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), SLA’s, Team Efficiency, Team Happiness as well as intangible metrics that align with things such as our Company Core Values

Benefits

Competitive compensation
Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Employee Assistance Program (EAP)
Retirement Plan (401(k)) with company match
Commuter Benefits
Short-Term Disability Insurance fully paid by the company
Long-Term Disability Insurance fully paid by the company
Life and AD&D Insurance, with optional Supplemental Life Insurance
Paid Time Off, including Paid Parental Leave
10 Holidays
2 Floating Holidays