Field Services Manager

  • Location: Edmonton, Alberta
  • Type: Permanent
  • Job #3570

Field Services Manager
Location: Edmonton, AB
Opportunity at Microserve

Position Overview:
Microserve is looking for a Field Services Manager to join our growing team in Alberta.  A large percentage of this role can be performed remotely anywhere in Edmonton, Alberta, with the expectation that they will attend in person client meeting and onsite meetings as required (following Provincial COVID restrictions and Microserve COVID policies).

Reporting to the Director of Alberta, the Field Services Manager will assign and direct all work performed in the branch and to supervise all areas of the operation throughout the Alberta Region. The Manager will manage staff, foster a positive environment, ensure customer satisfaction, and manage the delivery of services to our customers. The Manager will have a hands-on approach and will be committed to the expansion and success of the business by implementing strategies that increase productivity and work with sales to ensure targets are achieved.

This role will provide operational oversight and leadership for the delivery of end-user device technology services in the Alberta Region, to drive operational and service excellence, consistency and clarity, and advance business objectives.

Key Areas of Accountability:

Office Operations & Management

  • Contribute to identifying and meeting company goals and metrics

  • Assist in the recruitment, training and mentoring of employees.

  • Manage a team of technicians.

Technical Services Management

  • Provide management for all end user support services, including depot and onsite support services for desktop, laptop, and printer technologies, managing IMAC activities and desktop/printer refresh projects.

  • Monitor Technical Services engagements on an ongoing basis and escalate any issues to the Director of Alberta and/or Client Managers

  • Document policy and procedures to support on-going operations.

  • Manage the Profit and Loss reporting for projects

  • Work closely with Technical Services Team to make sure that time tracking, and invoicing remains current and up to date.

Client Relationship Management

  • Address customer satisfaction issues promptly

  • Network to improve the presence and reputation of the branch and company.

  • Attending meetings with clients to build relationships with existing accounts.

  • Achieving client relationship targets and KPI’s.

  • Working closely with Account Managers and sales representatives

  • Liaising with internal departments to ensure client needs are fulfilled effectively.

New Business Development

  • Assist in RFP responses and presentations as required.

  • Participate in pricing the solution/service.

  • Support the sales team in the development of new and existing opportunities.

Qualifications/Requirements:

  • 5+ years of experience in IT services management & delivery

  • Specific experience with end user computing services delivery in enterprise organizations is a must

  • Experience with other types of IT service delivery, such as Managed Print Services, IT Infrastructure, outsourced IT operations, and staff augmentation for example are also strongly desirable.

  • 3+ years’ experience with full cycle people management, including hiring, training, and performance management

  • Experience supporting client relationship management and consultative selling including working with clients to understand their needs, position the best option, SoW development and pricing strategy for services.

  • Demonstrated understanding of IT infrastructure related technologies and projects.

  • Experience leading teams.

  • Strong Microsoft Office skills, including Excel, Visio and Project.

  • Exceptional organizational skills and attention to detail.

  • IT leadership, project management experience required; relevant education and certification would be considered an asset.

  • Experience working for an IT services provider supporting multiple clients strongly preferred.

  • Experience in the management of end-user compute is preferred.

  • ITIL training and/or certification is considered an asset.

  • Demonstrated participation and involvement in the local IT community is considered an asset.

  • Experience with P&L responsibility is preferred. 

About us:
At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Halifax, Victoria, Calgary, and Edmonton, our rapidly growing team of more than 380 staff is well-recognized across the industry for our ability to innovate and deliver best-in-class service to meet the constantly evolving needs of our clients.

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