We are seeking an individual to join our team in a multi-faceted management role that manages field service technicians in multiple locations. Your core role will be to provide clear vision and leadership to the team to ensure business needs are met and that team efforts provide long-term value. As well as, ensure desk side support needs are met for Remote and Home based clients in a timely and effective manner to maintain production ability and ensure information regarding relevant projects or issues is fully communicated within ETS (Enterprise Technology Solutions) and between IT Support Groups to drive action and create long-term value.
Expectations include:
- Collaborate with the different business account managers and key individuals to ensure needs and expectations are being met
- Ensure all team members clearly understand Market-Based Management and philosophy and principles.
- Ensure all team members have clear Roles Responsibilities and Expectation’s and understand how their individual contributions provide value to Koch Business Solutions.
- Monitor support request volume and SLA-met rate to ensure timely service
- Maintain regular client communication to understand issues and validate service quality
- Design and ensure appropriate compliance with consistent support processes to minimize cost and improve quality.
- Provide guidance to team in finding technical resources and/or assistance as needed to meet client needs
- Partner with Help Desk to maximize first-call resolution
- Utilize Reports and Metrics to quantify support provided to client base. Provide info to clients in a continuous-improvement feedback loop.
- Communicate to all groups issues and information that can impact problem resolution or create value
- Participate as ETS representative on business unit or IT teams that can add long-term value
- Exercise Decision Rights appropriately to create long-term value, and qualify for increased Decision Rights
- Proactively identify opportunities to increase long-term value with other IT groups and the business.
**We are looking to place potential candidates in two specific areas; the WILMINGTON/SEAFORD, DELAWARE AREA and the HOUSTON/ORANGE/VICTORIA, TEXAS AREA**
- 5-10 years experience in the IT field, managing people and/or
Enterprise level projects
- Ability to manage IT workers supporting diverse business client
base.
- Understanding of IT needs of corporate & operational-type client
base.
- Experience in planning and leading application implementations
across a large and diverse client base.
- Excellent communication, problem-solving, and leadership skills
- Bachelor’s degree
Preferred work experience and skills:
- Proven management experience over a large group of IT support
workers.
- Demonstrated ability to implement long-term value adding
processes to business or support environment.
- Experience in a manufacturing setting.
Qualified candidates please forward cover letter and professional resume outlining compensation, geographical preferences, and availability in complete confidence to
Robert Martin – Engineering, Information Technology/MIS Division Manager rmartin@pailingroup.com
Pailin Group Professional Search Consultants
Dallas Corporate Offices
Our standards are as high as yours are, since 1989.
Email SubmitResume@PailinGroup.com
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