Description Mission: Manage and control all the activities executed by the Field Services. Optimize the use of the resources assigned to the different activities in Field Services and provide the required productivity improvements to achieve the committed SLAs. Functions: Reactive activities management is used to resolve incidents and problems identified by the customer as Second-level support services or first-level operation services outside business hours. Experience: • Experience in coordinating and directing end-user support projects. • Experience in planning innovation projects. • Application of technological renewal processes in similar projects. • Experience in reporting oriented to service-specific information. • Technical training in microinformatics. Travel: Around Connecticut locations Knowledge: • Knowledge of processes and methodology proposed by the client • Service management tools. • Elaboration of procedures and technical manuals. • Knowledge of ITIL. Abilities: • Dealing with customers. • Transmission of knowledge to the technical team. • Project Management and coordination with other suppliers. • Management and coordination of work teams. • Ability to lead, organize, and plan tasks. • Leadership capacity of the different technical teams, warehouses, and inventory. • Ability to identify risks, deviations, and their possible solutions. Additional Experience: -Assure the implementation of the maintenance procedures. Identify and validate, jointly with the customer, everything needed to execute the activities of the service. -Implement processes to improve the area, continuously review the hardware supply chain, end user-offered services, and define technical and procedural improvements. Responsibilities: • Coordinate, control, and manage the Incident and Maintenance Service to ensure the customer end-user incidents are met with their requirements. • Organize Field service area to assign and schedule work to field service resources for incident resolution. • Manage technical escalations with the customer service owner. • Coordinate with the Service Owner and Communication office to effectively communicate incidents that may affect an extensive user population. • Coordinate with the Excellence Office to define and implement proactive tasks required seeking incident avoidance. Focus on Top10 incidents in the area. • Correct management of any Request Item (RITM) • Implement strategies for effecting change, controlling change, and helping people to adapt to change. • Management and maintenance of the business processes used to create, manage, disseminate, share, and use the information. • Management of creating, using, sharing, and maintaining the knowledge and information of the organization. • Create and maintain an environment where people can perform to their best and produce the highest-quality work most efficiently and effectively. Requirements Microsoft, Best Practices, Field service management, SLAS-ITIL, End-User Support, ITIL Processes, ITIL - IT Infrastructure Library, ITIL Processes Technology Doesn't Change the World, People Do.® Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .