Field Services Manager at Coretelligent LLC in Needham, Massachusetts

Job Description:

Founded in 2006, Coretelligent is a provider of comprehensive managed IT solutions, specializing in areas like cybersecurity, private cloud services, IT planning and strategy, and backup and disaster recovery. We cater to industries such as financial services, life sciences, technology, and professional services. The company has been recognized for its achievements, including being named to Inc. magazines Power Partner Awards and as AT&T Cybersecurity North American Partner of the Year for 2023. Coretelligent focuses on meeting regulatory requirements and ensuring clients' IT platforms are robust and compliant. We have a significant presence across various U.S. locations and offer co-managed IT solutions as well.

Job Overview

The Field Manager will oversee the deployment, maintenance, and support of Coretelligent's IT services at client sites. This role requires a dynamic individual with excellent technical, managerial, and customer service skills. The Field Manager will coordinate with various teams to ensure seamless IT support, manage field engineers, and primary contact for clients subscribing to field services.

Key Responsibilities:

Client Management:

• Serve as the primary liaison between Coretelligent and its clients, ensuring clear communication and understanding of client needs.
• Develop and maintain strong client relationships, ensuring white glove service and high levels of customer satisfaction.
• Conduct regular client meetings, including service performance reviews, project updates, and addressing any concerns.

Team Management:

• Supervise field engineers by analyzing KPIs, such as response times, resolution rates, and CSAT scores.
• Manage schedules, dispatch field engineers to client sides, and ensure proper resource allocations based on workload.
• Conduct weekly 1-on-1s with field engineers to provide feedback, develop growth opportunities, and address performance evaluations.

Service Delivery:

• Oversee the deployment, installation, configuration, and maintenance of IT infrastructure, including servers, networking equipment, and workstations at client sites.
• Ensure service delivery aligns with Coretelligents established processes, measured via KPIs, quality benchmarks and SLAs.
• Collaborate across departments to escalate and resolve critical client issues.

Required Skills and Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in IT Support (MSP Preferred), with at least 2 years in a managerial or supervisory role.
• Certifications such as ITIL, Microsoft certifications (MCSA, MCSE, etc.), Cisco (CCNA, CCNP, etc) are highly desirable.
• Strong technical knowledge of IT infrastructure, including servers, networks, and security.
• Excellent leadership, communication, problem solving, and interpersonal skills.
• Proven ability to manage multiple projects and priorities in a fast-paced environment.

Salary Range for this position (depending upon experience):

$105,000 - $115,000

This range reflects the minimum and maximum targets for new hires across all US locations (with the exception of MA, NY, and CA). Within the range, individual pay is determined by job-related skills, experience, work location, and relevant education or training.

What youll love about Coretelligent:

We take Coretelligent culture very seriously! As a company, we constantly think of ways to give back to our valued employees through company engagement.We offer a competitive salary, amazing benefits, a great vacation package, a healthy work-life balance, and opportunities to grow your career from within!

Benefits: Health, Dental, & Vision, Flexible Spending Account (FSA), 401k, Health Reimbursement Account (HRA), Health Savings Account (HSA), Life Insurance, Disability Insurance, Paid Parental Leave, Holiday Pay, Flexible Vacation & Sick Days.

Perks:Fourteen holidays, including a day off on your birthday, flexible vacation, monthly rewards, spot bonuses for demonstrated excellence, community and social events, learning and development, flexible working life, $100 standup desk allowance, and other health & wellness perks.

Equal Opportunity and Accessibility Commitment.

• Coretelligent is an Equal Opportunity employer committed to diversity, equity, and inclusion. We welcome qualified applicants of all races, ethnicities, religions, ages, sexual orientations, gender identities, socioeconomic statuses, and more, focusing on creating an inclusive workplace. At Coretelligent, diversity is valued beyond compliance, ensuring that every team member feels valued, respected, and supported. We strive to create a work environment where everyone can thrive and be their authentic selves.

• We extend our dedication to accessibility and inclusivity to our remote workforce. In alignment with the Americans with Disabilities Act (ADA), we are committed to providing reasonable accommodations to enable individuals with disabilities to effectively perform their job duties in a remote setting. Applicants needing accommodations for the application or interview process are encouraged to reach out to [insert appropriate contact] for necessary arrangements.

E-Verify www.dhs.gov/E-Verify

For information about the right to work, click here for English or here for Spanish.

E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce.

As Coretelligent is a remote company hiring candidates, our perks and benefits packages may adjust based on your location.Direct applicants only; no recruitment agencies or third-party recruiters, please.

Equal Opportunity Employer, including disability/protected veterans

PI259604415

Apply Now