Field Services Manager

Working for a leading MSP (Managed IT Service Provider) based in central London. You will be managing a team of global engineers with Team Leads to support you, as well as meeting with clients and handling escalated issues.

We are looking for someone with strong client facing skills with a great ability to manage your enigneers.

Responsibilities:

• Provide guidance to the regional team and act as the management point in the escalation process for client issues, difficulties, and questions.
• Determine hiring needs based on productivity and sales pipeline.
• Review staffing and workload schedule for the department to plan work and Client assignments for engineers.
• Maintain the skills matrix and develop the team technically with specific training.
• Visualize future impacts and needs of Clients and the department based on analysis performed.
• Work with the IT Coordinators for scheduling of the team.
• Work closely with other teams such as projects and service desk.
• Be able to show good judgement with regards to conflict resolution.
• Meet with clients to discuss engineer requirements.
• Attend client or prospective client meetings with the business development teams.
• Routinely meet with Employees (individually and in teams) to sustain moral and provide motivation.
• Interview applicants for department jobs and recommend candidates to HR for hiring.
• Helps manage the training and orientation process of New Hires.
• Remain knowledgeable on latest technologies and services to be offered to Clients.
• Manage all aspects of performance including performance improvement plans and disciplinaries.
• Report to executive management on a routine basis regarding KPIs and engineer capacity.
• Review and process department time sheets on a weekly basis.

Essential:

• Experience dealing with clients, handling escalations and promoting strong working relationships.
• Substantial experience from a technical background
• Significant experience managing a team of technical engineers.
• Practical experience of working in an ITIL environment.
• An understanding of Cloud technologies.
• Be able to use Office applications to a high standard. Eg Excel, Teams and Sharepoint.
• Good understanding of existing system programs and capabilities.