Field Operations Manager

Facebook   •  

Seattle, WA

Industry: Technology

  •  

8 - 10 years

Posted 20 days ago

RESPONSIBILITIES

  • Manages the field technical team resources across large or multiple regions/locations, including line management of FTE resources
  • Anticipates future growth and advises on resource needs. Ensure IT staffing of both the field staff and service lines is matched with customer demand
  • Provides input to goal setting for Field IT Organization & puts in place measurements tracking performance against goals
  • Effective management and prioritization of all IT escalations and works with service teams to see issues to end resolution
  • Establish strong relationships with IT Service owners (helpdesk, logistics, AV/VC, Event Operations, Corporate Networking, Infrastructure, Sales App support) and the business (sales, marketing, engineering, HR, finance etc.). Understands roadmaps and applications. Owns gaps in services
  • Performs service reviews with reports and cross-functional partners
  • Works with Techs and Leads to understand the needs of customers in the region and ensures operational resources and integrity are aligned with these needs
  • Responsible for solving issues, driving enhancements, and improving support for all IT related functions: operational support, application support, and service delivery
  • Maintain highest service quality possible for all IT operational activities
  • Provide data-driven advice to IT service owners and leads when it comes to regional business trends and needs
  • Identify trending issues, gaps in process or standards, and shares with cross-functional teams
  • Gather business insights on where IT can drive more business impact
  • Management of vendor/supplier relationships in the developing and maintaining of service level agreements and ongoing management of service level compliance and assist in driving the support knowledge base
  • Develop, coordinate and lead local and worldwide IT projects and initiatives
  • Drive communication and priority within the business and global teams to ensure consistency across the organization
  • Provide FDOB leadership
  • Prepare the office for new product/service releases and stay on the forefront of emerging industry practices, ensuring compliance with IT security and general controls
  • Manage issue resolution including prioritization on time-sensitive problems and escalations with corporate
  • Ability to travel within the US and internationally

MINIMUM QUALIFICATIONS

  • Bachelor's degree in MIS, CIS or equivalent technical work experience
  • 8+ years experience in support & troubleshooting Windows & Mac OS platforms (Mac OSX 10.7+, Windows 7, Windows 8 or above) including mobile devices running Apple iOS & Android OS flavors
  • 5+ years of experience in supporting one or more IT infrastructure areas such as Networking, Firewalls, Active Directory, LDAP, DB fundamentals, and backup storage
  • 5+ years experience in the user-facing support position(s)
  • 2+ years experience leading staff
  • Experience dealing with offshore resources including third party support vendors
  • Business acumen and working knowledge of applications/business processes
  • Experience synthesizing business and technical needs across locations and drive solution delivery
  • Experience in growing/scaling an IT organization