Business Area Description:

The Lenovo Workplace Services serves as a Single Point of Contact (SPOC) for End User Managed Services and delivers comprehensive IT support to Customer’s end users. Integrated with our customer’s IT functions and processes, Lenovo Workplace Services performs end to end support, both locally and remotely on behalf of our customers.

Key Objectives of Position:

The Field Services Supervisor manages a team of Field Services Team Leaders that provide leadership to Field Services Technicians who works to solve IT incident and request handling and resolutions for Lenovo’s customers. Accountable for the performance of the team, ensuring metrics are recorded and SLAs are met. Ensuring team members are provided the best opportunity to delight Lenovo’s customers.

Day-To-Day Tasks:

• Supervising Field Services Team Leaders who provide Field Services Support.
• Monitor escalation ticket queues and allocate resources appropriately so that incidents and request are responded to within service level agreements (SLAs).
• Collect performance metric data.
• Prepare reporting for regular customer and Lenovo meetings.
• Perform as a customer satisfaction escalation point for your team.
• Help Quality Manager managing the knowledge base for your teams, ensuring structure, integrity and relevance.
• Attend regular customer meetings.
• In conjunction with the Service Delivery Manager, complete relevant HR tasks such as hiring, performance management and staff onboarding/training.
• Build and execute training and development plans for your team ensure skills and certifications are keep up to date.
• Handling absenteeism and turnover, resource allocation and forecasting
• Participation in Change Management activities, including evidence collection, testing, and reporting, when required outside standard on-site support operating hours.

Key Competencies Needed:

• Excellent customer communication skills, verbal and written to all levels within an organization.
• Ability to communicate with Senior Manager, Executive and CIO levels
• Ability to multi-task and handle pressure while maintaining the customer’s and Lenovo best interests.
• Experience with ITSM toolsets (ServiceNow preferred).
• ITIL/ITSM Methodology & Best Practices
• Advanced fluency in English. Spanish proficiency is desirable.

Key Performance Indicators / Metrics:

• All Service Desk Metrics
• Customer Satisfaction, Customer Retention

Candidate Pre-Requisites

Previous Experience:

• 5 years previous experience in either an internal or outsourced operation as a supervisor or manager.

Qualifications:

• Diploma or Degree in an IT or Business-related discipline. Postgraduate degree or MBA is a plus.
• ITIL Foundations
• Technical industry certifications (Microsoft Certified, Linux, CompTIA A+)
• Desirable: Help Desk Institute certification (HDI Desktop Advanced Support Technician, HDI Support Center Analyst)