Field Services Manager

Staffing Management Group

Full job description

Responsibilities:

  • Lead, supervise, and coordinate field services operations, ensuring high-quality end user computing support for office and home-based clients.
  • Collaborate closely with federal client stakeholders to understand their unique needs, operational requirements, and service level expectations.
  • Develop and implement strategic plans for field services, focusing on enhancing the client experience, improving efficiency, and maintaining compliance with federal guidelines.
  • Manage and optimize the operation of kiosks, lockers, depots, and tech bars to provide convenient and accessible support options for end users.
  • Provide leadership to a team of field technicians, helpdesk personnel, and support staff, ensuring effective communication, training, and performance management.
  • Oversee the deployment, maintenance, and troubleshooting of end user computing devices, software, and peripherals.
  • Develop and monitor key performance indicators (KPIs) to evaluate the effectiveness of field services, identify areas for improvement, and implement corrective actions as needed.
  • Collaborate with cross-functional teams, including IT operations, security, and procurement, to ensure seamless delivery of field services while adhering to federal security protocols.
  • Prepare and manage budgets for field services, including resource allocation, equipment procurement, and maintenance.
  • Implement best practices for incident management, problem resolution, and escalation procedures to minimize service disruptions and ensure client satisfaction.
  • Stay up-to-date with industry trends, emerging technologies, and federal regulations to continuously enhance field service strategies.
  • Provide regular reporting and updates to federal clients on the status of field services, performance metrics, and improvement initiatives.

Qualifications:

  • Bachelor’s degree in Information Technology, Business Administration, or a related field.
  • 8 years of experience in field services management, with a focus on End User Computing.
  • 8 years of experience supporting federal agencies demonstrating a deep understanding of their operational needs and compliance requirements (NIST, FISMA, etc.).
  • 6 years of experience of leading enterprise-level field services supporting more than 5000 client users across multiple locations.
  • 6 years of experience with operating kiosks, lockers, depots, and tech bars to provide exceptional end user support and improve client satisfaction.
  • 8 years of experience using ServiceNow products to track incident management, problem-solving, and escalation procedures to ensure timely resolution of issues.
  • Must live a commutable distance from the client’s site in NoVa.
  • Must be a US citizen.

Job Type: Full-time

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance

Experience:

  • ServiceNow: 8 years (Required)
  • supporting 5000 end users: 6 years (Required)

License/Certification:

  • U.S. Certification (Required)

Work Location: In person

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