HomeServices of America Inc
Mgr, IT Field Services
HomeServices of America Inc, Eden Prairie, Minnesota, United States, 55344
The IT Field Services Manager leads a regional team of IT Field Service Technicians providing hands-on support to the end user community. Implements and supports technology initiatives for the company and manages Field Services staff and resources. Works closely with executive management in defining and articulating the organization’s information technology objectives and ensuring systems function and security.
Job Duties and Responsibilities
(Essential Job Functions) Common job activities are listed below; actual position responsibilities may vary. Refer to your manager or human resources for specific duties and performance expectations.
1. Manage regional IT Field Service activities and resources: (40-50%)
Direct IT field services technician activities to ensure successful support and improvement of company information technology systems. Manage department staff and consultants. Recruit, select, train, develop, evaluate, motivate and retain staff for the successful performance of the department and achievement of company objectives. Ensure that IT field technicians are providing an expeditious and high level of support to all end users. Participate in department activities and serve as expert resource to resolve complex issues. 2. Act as project manager for network, telecommunications and endpoint systems initiatives at assigned companies. Develop, plan, direct and implement projects to achieve business goals relative to profitability, cost control, and organizational effectiveness. (10-15%)
3. Coordinate assistance with field technicians for other teams as needed with projects where field resources are required. (10-15%)
4. Work with other regional Field Services managers to develop and maintain knowledge of company business operations to assist in meeting the information needs of the company. Provide alternatives and solutions to business problems through technical knowledge and practical experience. Keep abreast of new technological developments through literature, training, and networking, and introduce to company when cost/benefit warrants. (10-15%)
5. Recommend, establish and implement information systems-related policies, procedures, and standards. Oversee disaster recovery and avoidance plan and establish internal and external information security controls. (10-15%)
6. Provide information, analysis and recommendations to support and manage the department operating budget. (5-10%)
7. Perform other duties as requested or as needed to fulfill the purpose of the job. (0-5%)
Performance Expectations
Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management. Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism. Establish and maintain positive and productive work relationships with all staff, customers and business partners. Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development. Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities. Qualifications
Education:
Bachelor’s degree in information systems, computer science or related field; or equivalent work experience and knowledge. Experience:
5+ years’ experience managing an enterprise field service team. 3+ years’ experience with an enterprise-level incident tracking system such as FreshService, BMC (Remedy or Helix), etc. Prior experience with a call center voice platform such as On Premise or Hosted. Knowledge and Skills:
Effective interpersonal skills and leadership abilities. Effective analytical, problem solving and decision making skills. Excellent project management skills. Ability to prioritize and handle multiple projects concurrently. Extensive knowledge of network and telecommunications theory and systems. Other (licenses, certifications, schedule flexibility/OT, travel, etc.):
Ability to work occasional evening or weekend hours as needed to complete projects or resolve problems.
Wage:
$100,000 - $119,000 annually; actual wage is based upon education and experience. Potential annual discretionary bonus.
Benefits:
Full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP)
Equal Opportunity Employer
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Job Duties and Responsibilities
(Essential Job Functions) Common job activities are listed below; actual position responsibilities may vary. Refer to your manager or human resources for specific duties and performance expectations.
1. Manage regional IT Field Service activities and resources: (40-50%)
Direct IT field services technician activities to ensure successful support and improvement of company information technology systems. Manage department staff and consultants. Recruit, select, train, develop, evaluate, motivate and retain staff for the successful performance of the department and achievement of company objectives. Ensure that IT field technicians are providing an expeditious and high level of support to all end users. Participate in department activities and serve as expert resource to resolve complex issues. 2. Act as project manager for network, telecommunications and endpoint systems initiatives at assigned companies. Develop, plan, direct and implement projects to achieve business goals relative to profitability, cost control, and organizational effectiveness. (10-15%)
3. Coordinate assistance with field technicians for other teams as needed with projects where field resources are required. (10-15%)
4. Work with other regional Field Services managers to develop and maintain knowledge of company business operations to assist in meeting the information needs of the company. Provide alternatives and solutions to business problems through technical knowledge and practical experience. Keep abreast of new technological developments through literature, training, and networking, and introduce to company when cost/benefit warrants. (10-15%)
5. Recommend, establish and implement information systems-related policies, procedures, and standards. Oversee disaster recovery and avoidance plan and establish internal and external information security controls. (10-15%)
6. Provide information, analysis and recommendations to support and manage the department operating budget. (5-10%)
7. Perform other duties as requested or as needed to fulfill the purpose of the job. (0-5%)
Performance Expectations
Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management. Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism. Establish and maintain positive and productive work relationships with all staff, customers and business partners. Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development. Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities. Qualifications
Education:
Bachelor’s degree in information systems, computer science or related field; or equivalent work experience and knowledge. Experience:
5+ years’ experience managing an enterprise field service team. 3+ years’ experience with an enterprise-level incident tracking system such as FreshService, BMC (Remedy or Helix), etc. Prior experience with a call center voice platform such as On Premise or Hosted. Knowledge and Skills:
Effective interpersonal skills and leadership abilities. Effective analytical, problem solving and decision making skills. Excellent project management skills. Ability to prioritize and handle multiple projects concurrently. Extensive knowledge of network and telecommunications theory and systems. Other (licenses, certifications, schedule flexibility/OT, travel, etc.):
Ability to work occasional evening or weekend hours as needed to complete projects or resolve problems.
Wage:
$100,000 - $119,000 annually; actual wage is based upon education and experience. Potential annual discretionary bonus.
Benefits:
Full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP)
Equal Opportunity Employer
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.