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GFI Digital · 2 days ago

Managed Services Field Engineering Manager

Maryland Heights, MO

Full-time

Onsite

Senior Level

5+ years exp

GFI Digital is looking for an ambitious, customer focused leader to manage their Field Engineering team. This role involves overseeing a team of IT Engineers responsible for on-site support and ensuring high customer service standards while driving strategic decisions based on measurable customer success metrics.

HardwareInformation TechnologyPrinting

Responsibilities

Engage and manage a team of Field engineers and evaluate performance against established expectations

Manage the planning and execution of on-site related requests and project related tasks

Ensure Field service requests (tickets) are handled timely and completely

Set high customer service standards and hold engineers accountable to those standards

Contribute to improving customer support by involving yourself in situations that fall below these standards

Guiding team members in dealing with especially challenging service availability issues

Contribute to escalated problem resolution by coordinating available resources and managing customer expectations

Establish measurable team goals

Drive results and optimize the team’s performance

Establish best practices for the Field Engineers

Develop daily, weekly and monthly reports (from our systems) and provide results on the productivity of the engineers to the management team

Drive analytics to deliver the desired customer experience (e.g. customer health, predictive analytics, usage, etc.)

Establish KPIs based on the business model

Develop a roadmap of tools or enhancement to optimize the customer experience

Qualification

Managed Service Provider experienceProject Engineering leadershipITSM Service Desk platformTechnical IT infrastructureAnalytical skillsCustomer experience focusLeadership skillsTeam motivationCommunication skillsProblem-solving skills

Required

3+ year with managing staff

3+ years of relevant IT work experience, preferably in the Managed Service Provider (MSP) industry

3+ years of experience in a Project Engineering or Support leadership position

5+ years of technical experience with desktops, security, networking, server, storage, software licensing, Cloud and other IT infrastructure technology

3+ years of experience with ConnectWise or another ITSM Service Desk platform

Passionate about the customer experience and how it can transform businesses

Exceptional analytical and problem-solving skills with demonstrated ability in managing multiple priorities and meeting deadlines

Strong leadership skills with a proven track record of hiring, motivating, and engaging great teams

Ability to work well across functions, and lead through persuasion, negotiation, and consensus building

Proven experience working with C-level Client executives regularly. Excellent client relationship, team leadership and delivery skills with the demonstrated ability to communicate effectively throughout all levels of an organization

Self-starter who works well under pressure, has great judgment, and knows how to prioritize and handle multiple deliverables to meet tight deadlines

Flexibility for in state travel (up to 15%)