Field Services Manager

Field Services Manager

The Field Services Coordinator at DeepNet is a key leader of service delivery that provides our scheduled and emergency onsite services. They are tasked with developing the internal team with the right people, processes, and technology to meet the expanding needs of the company. This role oversees and leads the alignment of our ticketing system and processes regarding performance of onsite needs and is primarily responsible for onsite coordination and management of the Field Services Team. The Field Services Manager reports to the Chief of Staff.

This is an excellent opportunity for a managing leader who knows how to support dynamic technical teams providing field operations and wants to do interesting work for a purpose-driven organization. The description below is based on the need today and is subject to change

Field Services Manager Objectives & Responsibilities:

OBJECTIVE: Ensure team cohesion and accountability to achieve objectives including:

• Lead, manage and hold accountable the team members you directly support including providing clear direction, setting priorities, providing oversight and strategic input on programs and processes managed and implemented by the team to include on-call services on a rotating basis to support client needs outside of business hours, and managing team budget.
• Support team member growth and development by providing timely feedback to team, facilitating review debriefs and other growth and development conversations, and ensuring team members have the appropriate resources, training, technology, team capacity, and time and attention to achieve their objectives.
• Assess whether team members are aligned with DeepNet’s core values, get, want, and have the capacity to do the core responsibilities of their role, and are achieving their rocks and hitting their metrics.

• Lead weekly 1:1 check-ins and team Level10 meetings, facilitate quarterly goal setting sessions to identify and remove barriers to success, prioritize action items, and solve team-level issues, and solicit, respond to and action team feedback.
• Travel nationally for up to 1 week per quarter.

OBJECTIVE: Drive operational efficiency while providing world-class onsite client experiences including:

• Identify areas to automate and improve operations for all related processes and partner with internal teams or external vendors to improve capabilities and resiliency.

• Ensure coordination of third-party engineer staff as needed and with members of other teams to provide onsite services that may require additional expertise or capabilities to include: remote hands activities, emergency onsite support requiring all levels of technical expertise, physical deployment of server/network/workstation systems, scheduled proactive or project work onsite, onsite support of Service Desk tickets.
• Oversee all scheduling and inventory needs to support efficient, predictable, and delightful onsite service experiences for our clients.
• Oversee, manage and support all onsite and field operations needs for the organization including: triage and dispatch, onsite utilization, inventory management and datacenter hardware deployment and on-site needs.

OBJECTIVE: Enable data-driven decision making including:

• Ensure accurate time and notes tracking by team members to support data-driven decisions across the organization.
• Prepare and present weekly, monthly, quarterly, and annual ticket data trend reports to track efficient use of resources and capacity to meet client needs.
• Monitor and manage engineers throughout the entire support lifecycle for client’s onsite needs.

All team members are expected to uphold DeepNet’s culture and values of: Do the right thing, We're in this together, Curiosity is key, Be a role model, Be contagiously positive.

Required Skills / Abilities / Competencies:

Required Skills / Abilities:

• Must be local to primary service area of the Field Services Team
• Proficient with Ticketing based PSA’s, RMM, calendaring, and scheduling

• Ticketing data analysis, including resource budgeting and forecasting
• Effective and concise verbal and written communication
• Demonstrates strong ethics and provides a sense of safety
• Interpersonal, negotiation and conflict resolution skills.
• Operational mindset; ability to create efficient workflows and execute to deliver timely, accurate services

• Systems and process mindset and understanding
• Tenacity and attention to detail

Preferred Skills / Abilities:

• Intimate regional knowledge of the area serviced by the Field Services Team

• Deep understanding of complex IT needs, including administration of IT Security, Networks, Servers, and Workstations
• Demonstrated track record of leading and managing teams for multiple years (leadership, project management, change management)
• High emotional intelligence
• Capable of developing and nurturing workplace culture and growth
• BS in Information Systems, Information Systems Security, or equivalent certifications a plus

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, you will be regularly required to:

• Communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Observe details at close range (within a few feet of the observer)
• Frequently moves objects weighing up to 50 pounds across office for various needs.
• Operate a personal vehicle with a valid Driver’s license and insurance

If you require reasonable accommodation in the employee selection process, please direct your inquiries to your interviewer.

EEO:

DeepNet is an equal opportunity employer, and we welcome applications from those who contribute to our diversity. All qualified applicants willreceive consideration for employment without regard to race, color,religion, sex, mental, or physical disability, age, sexual orientation,gender identity, national origin, familial status, veteran status, or genetic information. DeepNet is committed to providing access, equal opportunity, and reasonable accommodation for all individuals in employment practices, services, programs, and activities.

Benefits:

DeepNet strives to foster a thriving workplace culture by providing benefits beyond base compensation. Not only do we offer a health/dental/vision plan, but we cover 75% of the base plan cost for employees; 50% for spouse / domestic partner and 25% for dependents as well! Some of the other benefits currently offered are:

• Unlimited Planned Vacation & Extended Leave

• Flexible Spending Account

• Health Savings Account contribution up to $3650

• Life Insurance

• Retirement Plan

• Flexible Work Arrangements

• Health and Wellness Stipend

• Personal / Professional Coaching & Training

• Remote Stipend