IT Field Services Manager

Job Description

Job Description

Discover a career at Depot Connect International (DCI), a global leader in the Tank / ISO Tank Container Services and Tank Trailer Parts industry. We're more than just a service provider; we're a unified team combining the expertise of industry leaders Quala, Boasso Global, and PSC. Headquartered in Tampa, Florida, with over 190 locations worldwide, our team of over 3,500 employees excels in offering a multitude of mission-critical services.

Job Summary :

The IT Field Services Manager is a leadership position responsible for overseeing the day-to-day operations of the IT Field Services and Help Desk teams. This role involves managing a team of technicians who provide remote and on-site tier 1 and 2 technical support, hardware and software maintenance, and network installation services. The manager's primary goal is to ensure the team delivers high-quality, efficient, and safe support services that meet the organization's technical and operational needs. The IT Field Services Manager is also responsible for managing relationships with external vendors who provide services, equipment, or support to the team. Frequent travel to DCI U.S. sites will be expected.

• Candidate must be in one of the following locations within commuting distance of a branch : Chicago, IL, Cleveland, OH and St. Louis, MO

Core Responsibilities :

Team Leadership and Management : Supervise, mentor, and lead a team of IT Field Service Technicians. This includes conducting performance reviews, managing schedules, and providing ongoing training and development to enhance the team's skills and expertise.

Operations and Workflow Management : Oversee the team's workload, ensuring service requests are handled promptly and efficiently. Develop and implement standard operating procedures (SOPs) for installations, repairs, and troubleshooting to maintain consistency and quality. Manage the IT Service Management (ITSM) tools and performance management dashboards to transparently track, report and manage Key Performance Indicators (KPI’s), goals, and objectives, including SLA’s.

Asset Management : Performs lifecycle management and related capital planning for end user devices. Manage inventory and assets to ensure systems, applications and equipment are properly maintained to deliver quality and timely services.

Project and Task Coordination : Coordinate with other IT departments, project managers, and stakeholders to plan and execute network installations, hardware deployments, and other on-site projects. Ensure the team has the necessary tools, equipment, and resources to complete tasks safely and effectively, especially when working at DCI service sites or at heights.

Technical Expertise and Escalation : Serve as a point of escalation for complex or persistent technical issues. Provide expert guidance and hands-on support to the team when needed. Stay current with industry trends and new technologies to anticipate future needs and recommend improvements.

Vendor Management : Monitor vendor performance against contractual agreements and SLAs. Regularly review the quality of products and services received to ensure they meet the organization's standards. Act as the primary point of contact for vendor communications. Proactively resolve any issues or disputes that arise and foster strong, collaborative relationships to ensure long-term value.

Safety and Compliance : Enforce all safety protocols and ensure the team is properly trained and certified to operate lifts and other specialized equipment.

Required Skills and Qualifications :

Leadership and Management : Proven experience in leading and managing a technical team. Strong organizational, communication, and interpersonal skills.

Technical Acumen : In-depth knowledge of IT systems, including hardware, software, and networking. Ability to troubleshoot and resolve advanced technical issues.

Problem-Solving : Strong analytical and problem-solving skills with the ability to manage multiple priorities and projects simultaneously.

Communication : Excellent verbal and written communication skills to effectively interact with team members, senior management, and clients.

Safety Orientation : A strong commitment to safety with experience in a field services or new site construction-related environment.

Education and Experience :

Bachelor's degree in Information Technology, Computer Science, or a related field.

5+ years of experience in operational IT support, with at least 2-3 years in a leadership or supervisory role.

ITIL 4 certification required.

Relevant certifications (e.g., CompTIA, PMP) are a plus.

A valid driver's license and reliable transportation are required.

Physical Requirements :

Involves sitting or standing for long periods; occasional walking, bending, and stooping.

Long periods of computer time or at workstation.

Light work that may include lifting or moving objects up to 20 pounds with or without assistance.

May be exposed to inside environments with varied temperatures, air quality, lighting and / or low to moderate noise.

Communicating with others to exchange information.

Visual acuity and hand-eye coordination to perform tasks.

Workspace may vary from open to confined.

May require travel to various facilities within and beyond the state perimeter; may require use of personal vehicle.

DCI Benefits :