Manager of IT Field Services

BrightSpring Health Services

Oversees team of Coordinators and Field Engineers responsible for deployment, maintenance and repair of IT systems and services in the field to include Opening, Relocating and Closing of BrightSpring Health locations throughout the United States.

Manage and Coordinate Field Operations: Oversee the scheduling, dispatching, and daily activities of field service engineers.
• Technical Support: Provide technical assistance and troubleshooting for various IT systems and equipment.
• Policy Implementation: Develop and enforce field service policies and procedures to ensure compliance with safety and quality standards.
• Training and Development: Train and mentor new staff members, ensuring they are well-equipped to handle field operations.
• Customer Relations: Handle customer complaints and ensure timely resolution of issues. Maintain strong relationships with clients, contractors, and other stakeholders.
• Inventory Management: Maintain and manage inventory of service parts and tools.
• Performance Monitoring: Monitor team performance, provide coaching, and prepare reports on service orders (ServiceNow) and customer satisfaction.
• Collaboration: Work closely with support teams to understand customer requirements and provide necessary support.

• Bachelor's Degree (or equivalent experience) in Computer Sciences, Systems Engineering or related major or equivalent plus five to eight years of relevant experience installing and maintaining infrastructure
• Typically requires 5 years of experience in IT field services, with 1-3 years in a supervisory role.
• Strong understanding of IT systems, excellent customer service skills, leadership abilities, and managerial skills.
• Excellent customer orientation and capability to direct a high volume, high intensity customer support environment.
• Excellent verbal, written and presentation skills.
• Commitment to deadlines and deliverables, with a "customer first" attitude.
• Acute sense for customer service is paramount to the success of this role; must be an outstanding customer service-oriented leader.
• Strong time management and planning skills required to coordinate and prioritize multiple projects simultaneously while adapting to changes in a fast-paced environment.
• Ability to present ideas and solutions in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Skilled at working within a team-oriented, collaborative environment.
• Ability to work with minimal supervision and handle critical and stressful situations.
• Excellent people skills with good conflict management and conflict resolution skills.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal and oral communication skills.
• Travel as needed.