Country Head and Regional Head for Field Services IT Support / Desktop Support

New York, NY
OPEN compensation
Recruiter Comment: Country Head and Regional Head for Field Services IT Support / Desktop Support added
Job Description

Country Head and Regional Head for Field Services IT Support / Desktop Support

Contract to hire or FULLTIME


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Location: NY

Primary responsibilities are :

  • Field IT Support and Deskside Support Management
  • Customer Relationship Management
  • Vendor Relationship Management
  • SLA Management including Incident, problem, Configuration, Service request etc.
  • Daily review with the Desk side support team
  • Periodic reviews with Customer and Vendors
  • MIS and Reporting


  • Need to have thorough 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, BlackBerrys, 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 Region / Country
  • 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
  • An individual with a minimum of 5 year’s supervisory experience

Minimum Qualification – Engineering

  • Experience – 15+ years’ experience, with at least 10+ years on supervisory role.
  • Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management.
  • ITIL professional will be preferred
  • Candidate should have good understanding of Desk side (Desktops, laptops / Notebooks and Printers) Management, maintenance, deployment and vendor management.
  • Collaboration experience including remote control of PCs and video conferencing knowledge
  • Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
  • Strong Microsoft Office skills (Outlook, Word, and Excel)
  • Thorough understanding of Outlook's calendaring tool
  • Understanding of Exchange functional accounts and how they are used within Microsoft technologies
  • Strong customer service skills
  • Must be detail oriented and self-motivating
  • 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
  • Must be detail oriented and self-motivating
  • Location of work will be the client offices in the respective geography / location.
  • Flexibility in relocation based on job requirements will be desired.


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