Managed Services Field Engineering Manager

GFI Digital is looking for an ambitious, customer focused leader with proven track record to lead and support and manage our Field Engineering team. Ideal candidate will be servant leader who is: pro-active, data-driven, organized, and strategic minded.

This position is responsible for managing a team of up to 10 skilled IT Engineers who serve and support our clients on-site. This team is responsible for all on-site break-fix, implementation work and new client on-boardings.

This person will be empathetic and passionate about working with customers and working to developing successful processes to deliver top-notch customer service. As a team, we are on a mission to transform each client's experience, while becoming an industry-leading Managed Services Provider. We are looking for passionate leader who is willing to drive change and help our customers and their team to achieve great things.

Equally, this person will be developing and executing strategic decisions and be held accountable to company aligned goals based on measurable customer success metrics. This person will work with the Leadership Team to meet and exceed customer expectations and retention goals across all active markets.

GFI Digital has been recognized for the past six years by the St. Louis Post-Dispatch as one of the areas Top Wok Places.

Responsibilities:

Engage and manage a team of Field engineers and evaluate performance against established expectations

Manage the planning and execution of on-site related requests and project related tasks.

Ensure Field service requests (tickets) are handled timely and completely

Set high customer service standards and hold engineers accountable to those standards

Contribute to improving customer support by involving yourself in situations that fall below these standards

Guiding team members in dealing with especially challenging service availability issues.

Contribute to escalated problem resolution by coordinating available resources and managing customer expectations.

Establish measurable team goals

Drive results and optimize the team's performance

Establish best practices for the Field Engineers.

Develop daily, weekly and monthly reports (from our systems) and provide results on the productivity of the engineers to the management team

Drive analytics to deliver the desired customer experience (e.g. customer health, predictive analytics, usage, etc.)

Establish KPIs based on the business model

Develop a roadmap of tools or enhancement to optimize the customer experience

Qualifications:

3+ year with managing staff.

3+ years of relevant IT work experience, preferably in the Managed Service Provider (MSP) industry

3+ years of experience in a Project Engineering or Support leadership position

5+ years of technical experience with desktops, security, networking, server, storage, software licensing, Cloud and other IT infrastructure technology

3+ years of experience with ConnectWise or another ITSM Service Desk platform

Passionate about the customer experience and how it can transform businesses

Exceptional analytical and problem-solving skills with demonstrated ability in managing multiple priorities and meeting deadlines

Strong leadership skills with a proven track record of hiring, motivating, and engaging great teams

Ability to work well across functions, and lead through persuasion, negotiation, and consensus building

Proven experience working with C-level Client executives regularly. Excellent client relationship, team leadership and delivery skills with the demonstrated ability to communicate effectively throughout all levels of an organization.

Self-starter who works well under pressure, has great judgment, and knows how to prioritize and handle multiple deliverables to meet tight deadlines

Flexibility for in state travel (up to 15%)

Prefer Bachelor's Degree

Benefits:

401(k) matching

Dental insurance

Employee assistance program

Employee discount

Paid time off immediately available upon hire

Flexible spending account

Health insurance

Health savings account

Life insurance

Referral program

Vision insurance