Regional Service Manager

Deliver Field Services Operations Management and IMAC / Project support in line with recognized IT best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting, etc) for a specific DSS region.

RSM will be accountable for hiring and managing onsite resources, prioritizing workload, working with the Service Desk to drive left shift of tickets to reduce field dispatches for tickets which can be fixed remotely, Field Support operations stabilization, conduct Weekly / Monthly / Quarterly reviews for local Client management and Project Delivery team on Field Support performance, upkeep of knowledge and Identify and plan Service improvement initiatives.

Provide oversight and management of any partner Technicians in their geographical area of responsibility to ensure adherence to Primary & Secondary Named Techs and Service Level compliance.

Provide a Local Management point of contact for the customer for project requests and planning, staffing and scheduling changes, overtime needs and escalations, reporting up to the DSS Delivery Manager.