Sr Manager Field Services Support
On-siteGa, Collines Department, Republic of Benin
Job Summary
Manage the day-to-day operations of the 24/7/365 Facilities Support team, overseeing work order management, staff development, and workflow modifications. Establish strategic goals, define performance measures, and monitor key indicators to drive continuous improvement and resolve operational root causes. Lead Field Services Support Managers and Specialists while coordinating with vendors to optimize processes, reduce costs, and ensure compliance with organizational requirements. Serve as the primary contact for escalated issues and provide data-driven reporting to internal departments. Requires ability to assume responsibility for 24-hour operations, 7+ years in a Help Desk environment, and 5+ years in a managerial position.
Required Qualifications
- Ability to assume responsibility for 24 hours/7-day operation required
- Up to 20% travel required
Desired Qualifications
- Bachelor's degree from an accredited college or university
- Degree in Business, Information Technology, or related field preferred
- Degree or course work in a graduate level program a plus
- 7+ years' experience in a Help Desk environment or related field preferred
- 5+ years in a managerial position preferred
- Proven experience in Project/Program Management preferred
- Proven experience in a change management role preferred
- Proven ability to utilize metrics; able to produce quantifiable results for an organization preferred
- Expert knowledge of Helpdesk Industry best practices preferred
- C-Store or other retail experience preferred
- Knowledge of PC, network, hardware, and software installation and configuration preferred
- Proficient in Microsoft Office Suite preferred
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