Global Field Service Lead

Position : Global Field Service Lead Location : Minneapolis, MN (Remote till Covid-19) Duration : Fulltime Job description : Management Experience :

• o Associate's degree and/or 5-15 years of experience.
• o Minimum of 3+ years of experience of leading a team of minimum 5-6 employees in a previous role is mandatory
• o Prior experience working within a global company, working across major geographic regions is mandatory
• o Management Experience - leading Service Delivery and Site Services scattered teams across the organization to mentor 2nd level PC/MAC/ network/server/storage infrastructure or contractors.
• o Solid record of success in managing customer satisfaction in an IT Services environment that includes end user desktop support.
• o Self-motivated, multitasking, reliable to deliver on time, a quick-thinker, be able to work in a fast-paced work environment and highly passionate
• o Strong customer relationship and partner management is highly preferred
• o Participating in an on-call shift is also part of the job.
• o Ready to travel if required helping other sites and attending calls.
• o Ready to work in 24/7 shifts or extended work timings depending on project requirement
• o Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures.

• o Monitoring the effectiveness of the teams against SLA/KPI's and driving change as needed to deliver continuous service improvement in line with the goal to be the world class managed service provider
• o Strong resource management with the ability to manage teams, personnel and customers' needs across multiple time zones
• o A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
• o Conducts interview, makes hiring recommendations, assigns work roles, and establishes both training and operational processes to ensure success
• o Shift roaster creation and management
• o Leave tracking and management
• o Managing trainings for the team members
• o Roles & responsibilities assignment and productivity review
• o Keep team motivated and encouraged to deliver quality services
• o Rewards & recognizing eligible team members
• o Good presentation skills required to submits regular reports to customer, senior management, and partners on daily operations, weekly service review, Monthly performance reports
• o Be the driver to drive the Customer Satisfaction enhancement program and play critical role in improving the customer satisfaction and experience
• o To build relationships with service partners and ensure all services are delivered to the appropriate level of quality and agreed SLA.
• o Drive continuous quality & Process improvements - identifying root causes and implementing solutions (moving away from 'reactive/corrective' towards 'proactive/preventative' actions)
• o Ensuring daily monitoring of SRQs, incidents, change, tasks, optics or any other SLA/KPI or contractual bound deliverables
• o Handling escalations and responding to the customer
• o Ensure quality, up-to-date documentation exists for all services handled, create in case required
• o Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas of improvement.
• o Analysis & Problem Solving, Planning/Organizing/Work Management, Quality Orientation / Attention to Detail, Learning Agility, Influencing, Tenacity, Building Trust, Listening, Project Coordination / Management, Ability to effectively communicate and collaborate with several levels of the customer's organization
• o Driving automation & service improvements (LEAN, SIX SIGMA, PRGATHI) in all possible scenarios o Analysis and reporting of pending tickets, SLA breaches, rework, DCSAT ,top call issues and ticket quality

• o ITIL Foundations,
• o Industry standard technical certifications, such as A+, MCSE
• o Project Management certification preferred.