Regional Service

Must Have Technical/Functional Skills The Regional Manager is responsible for managing their organization’s tech support team. They schedule shifts and assign workloads, evaluate employee performance, and provide training for desktop support specialists. They track service desk data and create reports, ensuring that customers and employees receive excellent support services. Other tasks can include testing and updating software, asset management, and serving as a point of escalation for advanced issues.

Experience Required

Roles & Responsibilities

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.Strong understanding of ITIL, Service Now, continuous improvement methodologies, vendor management, SLA and KPI management. (RSMs are more Client facing, while Site Leads are internal facing to manage workload and queues.)Overall responsibility for the creation, delivery, and accuracy of all mutually agreed to required reporting and data as required, for the service desks and deskside support scope of this SOW.The RSM is responsible for proactively engaging on the PMI (Potential Major Incident) chat group to assist in pulling together required leads and techs at their specific locations to minimize potential downtime.Effectively manage regional team, including approved third parties Align with global standard processes to ensure a consistent service delivery, service support and customer experience at all sites within the region.Adhere to robust and agreed MOS, certifying all defined service SLA and KPI’s are met.Develop and maintain excellent relationships with key customers and stakeholders.Take ownership of critical incidents and service failures, coordinate with relevant stakeholders until resolution or service restoration.Take accountability for service delivery performance, going beyond customer expectations.Provide and deploy an optimized support model with flex/surge capabilities.Assist with on-boarding, training and mentoring of new employees (supplier only)