Field Service Supervisor

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions, however our team is equipped to handle the complexities of IT across a variety of sectors. We’re committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry.

At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries.  Learn more about us at https://www.charterts.com

JOB SUMMARY

The Field Service Supervisor will be responsible for managing the field service engineers, helping to ensure our client’s onsite visits are proactive and filled with valuable work. This role reports to the Service Delivery Deputy Director responsible for service center. 

KEY RESPONSIBILITIES

• Help lead and prioritize the support team's workload.
• Visit our client sites at least 3 times per week and ensure that our engineer’s work product is aligned with clients and CTS expectations. 
• Liaise with internal teams, vendors, and client contacts. 
• Act as a resource to the rest of the team for rapid decisions and direction as well as help to coordinate escalations.
• Help identify areas where Standard Operating Procedures (SOP's) don't exist or need further work. In addition, to help improve those processes.
• Regularly monitor the teams' overall performance and report on metrics to the CM’s, SA’s, and SDM’s. Participate in efforts to improve different level engineer group performance (e.g. manage dashboards, SLA’s, KPI’s. risks/issues).
• Be a liaison to clients where it relates to service delivery issues.
• Ensure that proactive work is being carried out by engineers in addition to the day-to-day service requests/incidents). 
• Identify areas of needed coaching and training for the team.  
• Listen to the teams overall internal and client facing feedback and help resolve any conflicts and issues..
• Manage overall expectations of our clients via phone, email, tickets or any other method approved and used by CTS.
• Ensure the team follows established procedures for routine work like creating new users, configuring laptops/desktops, NVR’s, PBX’s, and phones.
• Ensure the prompt and thorough documentation of all work by the team via our ticketing system, ITGlue and other tools. This includes supporting the team with documenting assets, configurations, passwords, processes, etc and maintaining current and accurate documentation.
• Ensure the consistency and efficiency of our documentation efforts. Support the team with documenting assets, configurations, passwords, processes, etc. and maintaining current and accurate documentation.
• Keep track of supervised engineers' efforts, their successes and failures and provide acknowledgement where there is success as well as support and direction where there is failure.
• Review onsite engineers EOD reports to ensure quality of work and compliance with our standards  
• Review all supervised engineers ticket communication where time allows but definitely on a weekly basis
• Work closely with the Client Strategy teams and also participate in the preparation of the QBRs (Quarterly Business Review) when requested in order to assist with managing the relationship and service offerings to the clie