Job Title: Project Manager & Strategy Lead – Field Services

Location: NY

Rate:  $Negotiable

Primary responsibilities are :

• Desk side Support Management 
• Customer Relationship Management
• Vendor Relationship Management
• Project Management
• SLA Management including Incident, problem, Configuration, Service request etc.
• Daily review with the Regional Service Managers (US/UK/APAC/India)
• Periodic reviews with Customer and Vendors
• MIS and Reporting

Need to have knowledge and get the below tasks carried out by Full Time or Dispatch Engineers at various locations in the region:

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, Blackberry’s, and LAN cable drops
• Providing 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
• Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
• Move equipment associated with escalated help desk incidents and service requests
• Performing asset inventory activities as needed. 
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
• Works with procurement staff to purchase hardware and software.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Technical Skills:

• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office
• Effective communication in English and local languages is mandatory

Business Skills:

• Management of the Field services team globally
• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
• To work through issues analytically to a successful conclusion

Skills, Experience and Qualification Required for the Position : 

•             Minimum Qualification – Engineering with MBA

o             Experience – 12-15 years’ experience, with at least 5-6 year’s managerial experience out of which 2-3 years as Global - Head

o             Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management.

o             ITIL and PMI professional will be preferred

•             Candidate should have good understanding of Desk side desktop Management, maintenance, deployment and vendor management.

•             Should have very strong written and oral communication skills

•             Flexibility with respect to time – client deliverables need to be met with a Can do attitude

•             Excellent problem solving / quantitative/ analytical skills

•             Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

•             Experience of managing and leading a globally and culturally diverse team

•             A significant travel is expected on the job – hence should be willing to work in such a role

Regards,

Marcus Phoenix

Technical Recruiter ( IT Staffing / Recruiting)                           

VDart Inc

Bulls-i-Consulting

Phone: 678-720-2986

Email: marcus@vdartinc.com

www.vdartinc.com

please add me on  YM || G-Talk    :  marcus.vdart

WE ARE AN EQUAL OPPORTUNITY EMPLOYER (EOE)