IT Field Services Manager

Job title: IT Field Services Manager

Job description: Job ID: 318040

Work Type: Full Time Permanent

It is a great time to join the CRH Canada team! CRH Canada is going through an exciting business transformation which demands first-class Talent Management support to drive results.

We are building a world- class team. Make your mark!

You will be a successful addition to our team if you look at change as an opportunity to develop and contribute to the business. You will be successful in your role if you like partnering with the business, presenting new ideas and providing excellent customer service.

Position Overview

CRH Americas Materials, Inc. is looking for a customer focused individual with strong leadership and problem solving skills to join our team as a IT Field Services Manager. The IT Field Services Manager leads the field services function ensuring a high level of operational performance and superior customer service. Actively engages with CRH AMAT business leaders and develops an effective understanding of their technology needs as necessary to achieve continually improving levels of customer satisfaction.

In addition, the IT Field Services Manager collaborates and provides input to other IT teams regarding computer operations, technical support, systems analysis, and PC technology. This position has direct reports and must be technical with current “hands-on” system support experience. Defining roles, hiring the team and organizational planning skills will be very important. This position will be a member of the End User Services management team and reports to the Director, IT Field Services.

Key Responsibilities (Essential Duties and Functions)
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Manages a large team of professional Field Services technicians and lead technicians, including prioritization of assignments and tactical focus.
• Takes ownership for resolution of events or issues with any service for which the team has responsibility. This may include interaction with and assisting end users in the troubleshooting of technical problems.
• Plans, staffs, mentors, develops and evaluates the skills and capabilities of the team members.
• Works with senior IT management to establish technical priorities, standards, and procedures.
• Leads Field Services team in the delivery of medium-to-large local and regional projects, ensuring agreed upon scopes, timelines and budgets are met.
• Works with the appropriate Business Relationship Managers to review and understand the business’ expectations, evaluate requirements and propose options.
• Provides visibility to the business and centralized IT team for ongoing IT initiatives.
• Builds collaborative relationships across the IT organization and with business unit personnel and management to effect a unified and customer-focused End User Service experience.
• Responsible for driving success in attaining IT Service Management team goals
• Maintain professional demeanor at all times while representing the company
• Regular and predictable attendance at assigned times is required
• Other duties as assigned

Qualifications
Education/Experience

• Bachelor’s degree in Computer Science or Information Technology from an accredited college or university, or equivalent experience.
• Minimum 5 years of increasingly responsible experience in information technology technical support
• Minimum 3 years at a supervisory level preferred.
• Possesses strong knowledge in networks, switches, servers, PCs, notebooks, peripheral equipment and telecommunications.
• Relevant experience working within a large, multifaceted organization, consisting of cross-functional teams.
• Project management experience is preferred.
• ITIL certification is preferred.

Work Requirements

• Must be 18 years in age or older.
• Must pass pre-employment drug screen and criminal background check.
• Strict adherence to safety requirements and procedures as outlined in the Employee Handbook.
• Willingness to work independently within in a team environment and assist the team with other duties as required.
• Ability to travel (overnight) as required based on business needs up to 50%.
• Ability to drive up to 4 hours for onsite services and meetings.

Knowledge/Skill Requirements

• Demonstrates strong analytical and problem-solving skills.
• Ability to make sound decisions in a manner consistent with the essential job functions.
• Demonstrates strong desktop, network and application configuration, troubleshooting and installation knowledge.
• Knowledge of and experience implementing ITIL framework of services, e.g. Incident Management.
• Ability to identify customer needs, gather relevant information systematically and resolve problems.
• Ability to develop effective teams.
• Ability to mentor employees.
• Ability to plan, organize and direct the work of a geographically distributed technical staff.
• Ability to present ideas in concise, business, technical, and user-friendly language.
• Ability to manage individual and team travel and expenses on a recurring basis.
• Ability to effectively work alongside and communicate with people with a wide range of skills, experience, cultures and capabilities.
• Demonstrated ability to deliver business value through IT, balancing drive for continuous improvement with respect of local company culture and processes.
• Demonstrated commitment toward customer service.

Work and Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Sitting for extended periods of time.
• Able to communicate with others by telephone and in person.
• Able to utilize a computer for word processing, email communication, and preparation of documents and presentations.
• Ability to safely lift up to 50 pounds.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Usually normal office working conditions. The noise level in the work environment is usually quiet.
• The position may require work outside of normal business hours, including some weekends and holidays.

The statements included in this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Other duties may be assigned as required. Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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CRH Canada Group Inc. recognizes Canada’s diverse landscape. Accommodation is available upon request for applicants with disabilities throughout the recruitment and selection process.

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