We are looking for a talented and driven SD - Field Support Manager to oversee our Field support team for a large financial organization supporting 20000+ Users across the kingdom of Saudi Arabia.
The perfect candidate should possess significant experience in managing field support operations of service desk and manage maintenance centers with a robust technical background, and outstanding leadership abilities.
This role is essential for delivering efficient and effective support to our clients, ensuring high customer satisfaction, and adhering to service level agreements
Key Responsibilities:
Lead, mentor, and manage a team of 100+ Field support technicians, ensuring high performance and professional development.
Foster a collaborative environment to ensure high levels of team engagement and motivation
Act as the primary point of contact for escalated IT issues, ensuring prompt resolution and communication with stakeholders.
Collaborate with branch managers to understand their specific IT support needs and tailor services accordingly.
Conduct regular visits to branches, events etc. to assess support requirements and gather feedback on service quality.
Ensure that all field support staff receive appropriate training on IT systems, tools, and best practices.
Monitor vendor performance and manage relationships to optimize service delivery
Oversee the operation of maintenance centers across the Kingdom, ensuring efficient repair and restoration of devices
Ensure that devices are maintained in good condition and available as loaners for branches during repair periods.
Conduct monthly reviews with customers and internal stakeholders to discuss service performance, gather feedback, and identify areas for improvement.
Prepare and present reports summarizing key performance metrics, trends, and action plans based on feedback.
Conduct regular performance reviews, set objectives, and provide constructive feedback to the teams.
Oversee daily operations of the field support, ensuring timely and effective resolution of user issues.
Develop and implement policies, procedures, and best practices to improve service delivery and operational efficiency.
Monitor and manage ticket queues, ensuring compliance with SLAs and service standards.
Ensure a high level of customer satisfaction by managing and resolving escalations effectively.
Foster a customer-centric culture within the team, emphasizing the importance of timely and accurate issue resolution.
Provide technical guidance and support to the team on complex issues.
Ensure the team is equipped with the necessary tools, knowledge, and training to handle various technical challenges.
Prepare and present regular reports on Field Support performance, including key metrics such as ticket volume, response times, resolution rates, and customer satisfaction.
Analyze ticket data to identify trends, areas for improvement, and opportunities for automation.
Collaborate with other IT departments, vendors and stakeholders to ensure seamless service delivery.
Communicate effectively with clients, providing updates and ensuring their expectations are managed.
Identify opportunities for process improvements and implement changes to enhance the efficiency and effectiveness of the remote support team.
Stay up-to-date with industry trends and emerging technologies to keep the service desk at the forefront of best practices.
Lead and manage remote support-related projects, ensuring they are completed on time, within scope, and within budget.
Qualifications:
Education: Bachelors degree in Information Technology, Computer Science, or a related field.
Experience: Minimum of 5 years of experience in field support operations with 15+ years of overall experience.
Technical Skills: Strong knowledge of ITSM tools, technologies, and ITIL processes, CompTIA, Microsoft related certifications, CCNA etc.
Certifications: ITIL certification, Microsoft certifications, Cisco etc.
Leadership Skills: Proven ability to lead and develop a high-performing team.
Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with clients and stakeholders.
Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to handle complex technical issues.
Strong Knowledge of Quality controls Prefer: Green belt/Black belt certifications.
Personal Traits:
Customer-focused with a commitment to delivering exceptional service.
Highly organized and detail-oriented.
Proactive and able to work independently.
Strong interpersonal skills and the ability to work collaboratively.
