Field Services Manager (EUC / Deskside) (Information Technology)
We are looking for Field Services Manager (EUC / Deskside) for an immediate need. This is a client-facing role & the candidate will have regular interactions with various client managers.
Manages Teams of Technicians supporting EUC Tier 2 field services operations in a large manufacturing environment including remote locations
Reviews team performance metrics against Statements of Work to ensure SLA, KPI and CPI requirements are met.
Manages demand and capacity for project activity
Assesses and analyzes ongoing staffing requirements and right-sizing per site
Interacts with customer business and IT contacts and shares performance reports as needed.
May be required to manually create operational reports
Interacts with client, participates in service improvement programs
Analyzes reports and identifies improvement areas for technical performance
Works with other technical teams to identify, recommend and drive implementation of improvement activities including shift-left, lean IT, and automation.
Effectively communicates to internal and external stake-holders
Determines end user and business needs and recommends potential new servicesTechnical Requirements:
Must have Strong knowledge of IT operations management processes, automation and technologies, especially toward client and end user facing roles
Must Possess Knowledge of Service Desk, Tier 1/2 Teams, basic voice, basic network, monitoring systems, ticketing tool systems and other infrastructure servicesMust have basic asset management experience
Should be ITIL Foundation trained; ITIL certifications desired with Intermediate level certification will be preferred.
Must have understanding of Knowledge Management, Problem Management, Quality Management and controls, Service Management, SIP and CSI Processes or have prior verifiable experience in working in support of such roles.
Must be able to comprehend project management methodologies and implement best practices for distribution of workloads
Must have demonstrable experience of delivering to tight deadlines
Able to interact with business level customers and to conduct difficult discussions as needed while maintaining professionalism
Experience working in a complex enterprise IT environment
Firm understanding of ITIL processes - Incident, Problem, Change, Asset, Knowledge, etc
Report creation and comprehension skills requiredBasic project management skills required
Required Experience with IT ticketing tools (ServiceNowpreferred)
Technical team management to SLA, performance and project standards is required (will be verified)
5-9 years of relevant experience preferred across a diverse range of Infrastructure services is preferred (Service Desk, Tier 2 teams: both onsite and remote, Collaborative Workforce, ITSM tools, Quality)
Candidates with experience in a manufacturing environment will be preferred
Must be able to lift equipment for ‘rack and stack' services (server, router, switch, UPS devices, etc)
Must be able to assist with team lifts of up to 90 lbs.
Ability to walk long distances within warehouses or manufacturing facilities
Will often work in dirty, dusty, hot or cold (beyond average room temperature) environments
Ability to climb stairs, ladders and/or use scissor lifts and safety harnesses
Some services may require periods on hand and knees to install equipment (under desks, inside small spaces, etc.)
***Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.
**Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (such as an H-1B visa) for this opportunity.