Field Services Manager

Founded in 2006, Coretelligent is a provider of comprehensive managed IT solutions, specializing in areas like cybersecurity, private cloud services, IT planning and strategy, and backup and disaster recovery. We cater to industries such as financial services, life sciences, technology, and professional services. The company has been recognized for its achievements, including being named to Inc. magazine’s Power Partner Awards and as AT&T Cybersecurity North American Partner of the Year for 2023. Coretelligent focuses on meeting regulatory requirements and ensuring clients' IT platforms are robust and compliant. We have a significant presence across various U.S. locations and offer co-managed IT solutions as well.

Job Overview

The Field Manager will oversee the deployment, maintenance, and support of Coretelligent's IT services at client sites. This role requires a dynamic individual with excellent technical, managerial, and customer service skills. The Field Manager will coordinate with various teams to ensure seamless IT support, manage field engineers, and primary contact for clients subscribing to field services.

Key Responsibilities:

Client Management:

• Serve as the primary liaison between Coretelligent and its clients, ensuring clear communication and understanding of client needs.
• Develop and maintain strong client relationships, ensuring white glove service and high levels of customer satisfaction.
• Conduct regular client meetings, including service performance reviews, project updates, and addressing any concerns.

Team Management:

• Supervise field engineers by analyzing KPI’s, such as response times, resolution rates, and CSAT scores.
• Manage schedules, dispatch field engineers to client sides, and ensure proper resource allocations based on workload.
• Conduct weekly 1-on-1’s with field engineers to provide feedback, develop growth opportunities, and address performance evaluations.

Service Delivery:

• Oversee the deployment, installation, configuration, and maintenance of IT infrastructure, including servers, networking equipment, and workstations at client sites.
• Ensure service delivery aligns with Coretelligent’s established processes, measured via KPI’s, quality benchmarks and SLAs.
• Collaborate across departments to escalate and resolve critical client issues.

Required Skills and Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in IT Support (MSP Preferred), with at least 2 years in a managerial or supervisory role.
• Certifications such as ITIL, Microsoft certifications (MCSA, MCSE, etc.), Cisco (CCNA, CCNP, etc) are highly desirable.
• Strong technical knowledge of IT infrastructure, including servers, networks, and security.
• Excellent leadership, communication, problem solving, and interpersonal skills.
• Proven ability to manage multiple projects and priorities in a fast-paced environment.

Salary Range for this position (depending upon experience): 

$105,000 - $115,000

This range reflects the minimum and maximum targets for new hires across all US locations (with the exception of MA, NY, and CA). Within the range, individual pay is determined by job-related skills, experience, work location, and relevant education or training.

What you’ll love about Coretelligent:

We take Coretelligent culture very seriously! As a company, we constantly think