Project Manager

TEKsystems•Berwyn, IL

34d•$105,000 - $150,000•Onsite

About The Position

As an organization, TEKsystems Global Services provides a continuum of services ranging from Engagement Management to full functional Outsourcing including Offshore Centers in Canada and India. Our model provides the ability to engage customers beyond staffing when asked for more ownership, capabilities, or methodology while enhancing client/consultant support. We partner with progressive leaders to create opportunity, accelerate business transformation and help build the enterprises of tomorrow. We work with 80% of the Fortune 500 to address their technology, strategy, and talent needs. We innovate so industries stay ahead of what’s next. As a full stack technology and talent services provider, we partner with our customers across the globe to own change. Join us. At TEKsystems Global Services, we live in the tech world. We’re out in front of the trends and tools that shape industry and create fresh opportunities. All-in, fully engaged, high energy partnership is how we approach everything – our commitments and our people. Our people are at the center, fueling our high-performance and our inclusive culture. We’re doers, looking for doers who do the right thing. Roll-up your sleeves thought leaders focused on creating possible. Team champions who declare success only when everyone achieves their ambitions. Sound like the career experience you’ve been searching for? Let’s partner. Together, we can accomplish amazing things. Here’s what the opportunity supported through our TEKsystems Global Services (TGS) Talent Acquisition Team requires: Position Overview We are seeking a dedicated Field Service Manager to lead our managed services operations primarily from our client's premises. The role demands a comprehensive understanding of contractual commitments, mastery in reporting to those metrics, and the expertise to craft and deliver insightful presentations to the client. Outstanding communication skills are essential, given the on-site nature of the role. Strong background in Field Services, Desktop Support is required in addition to having previous asset management and/or imaging and development experience. High visibility and interaction with the user community including daily IT rounding of clinical and administrative areas working directly with area leaders.

Requirements

Project management
Agile
Implementation
Field services
Program management
Support
field service
Expert Level

Responsibilities

Service-Now or a comparable ITSM tool expertise: Demonstrate in-depth proficiency with Service-Now, leveraging its capabilities for ticketing, task management, knowledge, and reporting. The ability to extract, analyze, and present insights from Service-Now data is crucial.
Contractual Adherence & Reporting: Ensure services perfectly align with contractual obligations. Expertly construct and present data-driven reports, emphasizing transparency. Craft these metrics to narrate an impactful story, drawing attention and fostering awareness for internal teams. When interfacing with the customer, highlight factors that directly affect end-user satisfaction. Provide a story-driven overview that pinpoints areas of excellence and those needing improvement, underscoring financial implications tied to the data.
Recruitment & Team Building: Lead the hiring process for the Field Service team(s). Seek candidates aligning with our values and objectives, assessing technical and interpersonal aptitudes.
Discipline & Personnel Management: Serve as the primary executor of our established progressive discipline system, fostering the growth of team members. This includes initiative-taking identification and management of performance issues, coupled with guidance, support, and corrective measures.
Stakeholder Relations: Forge robust relationships with clients, addressing their evolving needs and regularly seeking feedback for continuous improvement.
Team Guidance: Inspire and nurture the on-site team, conducting performance assessments and setting growth-oriented objectives.
On-Site Commitment: Maintain a consistent presence on site, on premise at the client location(s).
Understanding TEKsystems Offerings: Possess a deep understanding of TEKsystems' additional service offerings. This knowledge is pivotal for the role's core responsibilities and for providing consultative advice to the client. When the customer explores options to outsource, build, innovate, or expand their environment, the manager's expertise in our offerings can guide decisions and foster further engagement.
Internal Collaboration & TEKsystems Familiarity: Cultivate and nurture relationships within TEKsystems, spanning various departments and teams. A thorough comprehension of our internal processes, functions, and corporate culture is vital. This internal cohesion promotes seamless service delivery and underpins the manager's role as the linchpin between the client and our organization, ensuring consistent, high-quality outcomes.
Desktop Services Management: Manage a cohesive team of Field Service Technicians.
Oversee the staffing and operations of walk-up assistance and tickets escalated through the process across these locations, ensuring end users receive immediate and proficient assistance.
Ensure consistent support coverage during operational hours.
Address special requests and support needs that may arise outside of these standard hours, coordinating with the team to ensure end-user requirements are met across all locations.
Lead and optimize the Asset management team, who manages the majority of the IT assets, images, deploys, recovery, and e-waste.