IT Field Services Supervisor

The Field Service Technician Supervisor has a critical role responsible for overseeing and optimizing the delivery of IT support field services managed services and customer success across Flow Control Group. This individual will lead mentor and motivate a team of Field Service Technician professionals ensuring the consistent achievement of service level agreements (SLAs) timely response high customer satisfaction and operational excellence. The Supervisor will act as a primary point of contact for escalations drive process improvements and contribute to the strategic growth of the service delivery function across the Responsibilities:Team Leadership & Management:Lead coach and develop a team of field service regular one-on-one meetings performance reviews and provide constructive feedback to foster professional growth and skill with the department on performance goals and objectives for team members ensuring alignment with company-wide and engage the team fostering a collaborative and high-performance work team scheduling resource allocation and workload distribution to ensure efficient service in the recruitment onboarding and training of new team monitoring for site uptime and ability to Delivery Oversight & Performance:Ensure the consistent delivery of high-quality services in accordance with established SLAs KPIs and customer analyze and report on key delivery metrics (e.g. response times resolution rates customer satisfaction scores adherence to processes).Identify trends potential issues and areas for improvement in service as the primary escalation point for complex service issues customer complaints and challenging situations ensuring timely and effective and implement corrective actions as needed to address service compliance with company policies procedures and industry best practicesCollaborate with cross-functional teams (e.g. Sales Product Engineering IT) to resolve systemic issues and improve overall service accurate and timely documentation of service activities resolutions and customer Requirements:Monitoring tools such as LogicMonitorWindows Operating System SupportMobile Device ManagementActive DirectoryOffice 365Network and System Troubleshooting at a Tier 2/3 level including general network hardware such as routers switches and firewallsWindows-based servers