Manager, Field Services

To Apply: Send resume to careers@thrivenetworks.com

About Us:

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.  Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers.  Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER.  If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!

Job Description:

This position offers you the opportunity to join our rapidly growing organization.  We’re looking for people with initiative, autonomy, and leadership ability to optimize both process and delivery around our Managed Service offerings.

In this role, the ideal candidate will be responsible for leading our technical support and dispatch teams in providing excellent customer service and resolving all technical issues. As a manager of field services, you should have a solid technical background combined with customer service expertise and a problem-solving attitude. In this role, you should also be able to motivate the team to achieve specific goals as defined in KPI’s. Ultimately, this position should be able to ensure high quality technical support and continue to increase client satisfaction.

Primary Responsibilities:

  • Motivate and coach individual contributors to achieve departmental goals and drive excellent and consistent customer service.
  • Manage Thrive’s field engineers from a customer service, technical and career development perspective.
  • Work with corporate dispatchers to confirm that all visits are being scheduled in a timely manner with clear client communication.
  • Managing the process of workstation builds and the deployment of them to Thrive clients.
  • Conduct annual performance reviews for all managed services direct reports.
  • Uphold procedural requirements around prioritization, communication, documentation, escalations, etc.
  • Work seamlessly with the account management teams to ensure highest levels of client satisfaction are met with clear identification of opportunities to improve technical services/support.
  • Follow up with customers to identify areas of improvement and provide customer feedback to the appropriate internal teams and management
  • Escalation point for managed services (field), customer service and technical issues.
  • Ability to adjust priorities and balance responsibilities in a fast-paced environment
  • Available to work outside of standard hours when necessary or as part of on call rotation if applicable
  • Other duties as required

Qualifications

  • Bachelor’s Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience.
  • 3 – 5 years of managerial experience; call center or managed services experience preferred.
  • Technical subject matter expert on MSP products as they relate to Thrive’s service catalog.
  • Strong written and verbal communication skills.

For more information on this job opening or to apply, please email careers@thrivenetworks.com.