IT Field Services Manager

MileOne Autogroup•Baltimore, MD

1d•$80,000 - $95,000

About The Position

MileOne is now hiring an experienced IT Field Service Manager to lead and oversee our team of IT field service technicians. The ideal candidate will have experience managing a team of technicians, scheduling and dispatching work, and providing customer service. The candidate will be responsible for ensuring that our field service team is providing the highest level of service to our employees in terms of quality, timeliness, and resolution.

Requirements

5+ years of experience in field service management role
Proven track record of successful team leadership and development
Excellent communication, interpersonal, and presentation skills
Strong analytical and problem-solving skills
Highly organized with excellent time-management skills
Working knowledge of PC hardware and software capabilities
Microsoft Windows networking and LAN/WAN experience
Working knowledge of Mobile Device Management tools
Must be able to provide 3 professional references which will be verified in the screening process

Nice To Haves

5-7 years of proven experience in field service management role, with prior time served as a field tech
Proven experience with ManageEngine or similar ticketing system software
Expert knowledge of IT best practices and policies
A detailed knowledge of TCP/IP and IP addressing
Working knowledge of Microsoft applications and Active Directory
Bachelor of Business Administration, Bachelor of Science in IT, Certification in IT Service Management, or equivalent experience
Automotive IT experience is a plus

Responsibilities

Schedule and dispatch hardware technicians to support all regions of MileOne’s operations
Schedule site visits to assess: technician work areas, MDF/IDF cleanliness, and end user attitude towards hardware technicians
Monitor ticket status diligently to ensure that tickets are handled in a timely manner and SLAs are met
Dispatch all tickets assigned to the field service queue in a timely manner
Handle customer inquiries and complaints in a professional and timely manner
Assist technicians with technical issues, and escalate unresolved issues in a timely manner
Ensure that all safety procedures are followed by field technicians
Develop and maintain positive relationships with customers and vendors
Assist in managing inventory of parts and supplies
Obtain order approvals from store management
Train new field service technicians on company policies and procedures
Maintain accurate records of technician time, expenses, and materials used
Establish insightful performance metrics and review with department leadership on a monthly basis
Conduct regular performance reviews for direct reports
Plan and implement strategies to improve and optimize field service operations
Available to travel out of state travel, both daily and overnight, to visit remote offices as needed
Other duties as assigned