Field Support Lead

Our partner is currently seeking a Field Support Lead in Shiremanstown, PA to join their dedicated team by providing solutions for the commercial vehicle industry.

Responsibilities:

• Act as the primary point of contact for site leadership regarding end user support, system outages, and maintenance issues.
• Collaborate with the Manager of IT Service Operations to deliver support through various channels such as phone, email, walkup, and chat.
• Lead by example, organize work, generate reports, manage escalations, and assist with ad hoc projects and training.
• Supervise Field Support Analysts, including recruitment, coaching, mentoring, and conducting performance reviews.
• Delegate, manage, and address second and third-level support diagnostics, and troubleshoot complex issues while effectively escalating incidents.
• Define protocols, policies, and processes; document procedures and policies; and establish effective standards.
• Ensure timely problem resolution and closure of calls while offering training for various technology offerings.
• Uphold IT standards and provide resource support for prioritized projects.
• Develop and execute strategy and implementation plans for workstations, RF guns, printers, and desktop software.

Primary Duties:

• Assume a leadership and senior support role within the Field Support group.
• Manage staff, encompassing recruitment, performance reviews, and vendor relationships.
• Oversee IT site audits and vendor management.
• Lead site expansion projects and manage budget requirements for workstations, RF Guns, printers, and desktop software.
• Collaborate with the IT organization to devise product and application solutions.
• Develop reporting measures and solutions for problem resolution.
• Deliver technical training and coaching to Field Support specialists.
• Consult with business unit management to identify and document business needs and objectives.
• Draft and maintain functional specifications for business systems.
• Develop and coordinate plans for testing business and functional processes during system development.
• Lead team projects aimed at enhancing support quality and efficiency.
• Develop and communicate policies for products supported by the Field Support group.
• Undertake any other duties as assigned.
• Working Conditions: Moderate noise level.

Requirements

• Bachelor's Degree in Information Systems, Computer Science, or a related discipline; or 5 to 7 years of related experience; or an equivalent combination of education and experience.
• Demonstrated competency in the Field Support Analyst role.
• Strong problem-solving and logical analysis skills.
• In-depth knowledge of business solutions and supervisory skills.
• Ability to lift 20 pounds.
• An Advanced Degree is a plus.
• Experience with RPG & AS400 is advantageous.
• A minimum of 5 - 7 years of business and customer service experience is a plus.

Benefits

• Competitive salary and compensation package.
• Health, dental, and vision insurance.
• Opportunities for professional development and advancement.
• A positive and inclusive work environment.

If you are looking for an exciting opportunity to contribute to a dynamic team and thrive in a collaborative work environment, we encourage you to apply!