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Field Service Delivery Manager

Location Hauppauge, NY

Company Order Number 2899

# of openings 2

CCS is a leading technology consulting firm providing best in class solutions to our clients for over 45 years. We continue to successfully deliver network integration, support services, product solutions, and application services to our valued clients. Our focus is simple: make technology easy and help our clients use it as effectively as possible.

OVERVIEW

Salary: $65,000-75,000

CCS is seeking a highly experienced Field Service Delivery Manager to lead the management, coordination, and optimization of field service operations for Northwell OCIO projects and programs. The ideal candidate will be responsible for overseeing resource allocation, technician supervision, process improvement, and risk management within the field service environment. This role requires building strong relationships with clients, proactively identifying risks, and providing strategic guidance to ensure high-quality service delivery and customer satisfaction.

RESPONSIBILITIES

• Client & Stakeholder Management

o Manage day-to-day client interactions, expectations, and satisfaction levels

o Communicate effectively with clients to understand needs, assess risks, and deliver solutions

o Develop and maintain trusting relationships to foster long-term partnerships

o Assist with inventory management at Northwell-owned storage facilities as needed

• Operational Leadership & Communication

o Facilitate clear and effective communication within the field team, including regular status updates and issue escalation

o Lead and coordinate meetings with clients and internal teams to ensure alignment on project goals and deliverables

o Deliver engaging, well-organized presentations to clients, stakeholders, and executive management

o Keep management informed of project status, risks, and mitigation strategies

o Communicate sensitive or difficult information tactfully and professionally

• Field Service & Team Management

o Supervise, mentor, and coordinate technicians in the field to ensure efficient service delivery

o Oversee technician deployment, with a focus on maintaining a high technician deployment average (target ≥ 3.0)

o Lead onboarding, training, and ongoing development for field technicians

o Support technicians with technical escalations and assist with high-visibility requests

o Ensure policies, procedures, and standards are followed, and recommend process improvements for field operations

o Review and refine current documentation to optimize field service execution

QUALIFICATIONS

• 3+ years’ experience managing field or technical operations in the IT sector

• Strong understanding of LAN/WAN networking, wireless technologies, desktop deployments, virtualization, unified communications, and Microsoft technologies (highly desirable)

• Demonstrated ability to build relationships, lead teams, and manage client expectations in a fast-paced environment

• Proven proficiency in managing technicians, project coordination, and process improvement

• Excellent communication skills (verbal, written, presentation) and client management experience

• Ability to work independently and proactively identify opportunities or issues

• Proficiency in Microsoft Office Suite, MS Project, and related tools

• Bachelor’s Degree preferred

• Relevant certifications such as A+ and others are considered a plus

SUCCESS MEASUREMENTS / EXPECTED OUTCOMES

+ Consistently maintain professionalism and operational efficiency within the field team

+ Ensure proactive issue resolution with technicians on the ground

+ Achieve and maintain a technician deployment average of ≥ 3.0

+ Reduce post-support requests to at least 3 per week within the first 6 months

+ Enhance client satisfaction and strengthen long-term client relationships through effective service delivery

CCS Offers:

+ Competitive salaries

+ Comprehensive benefits including:

+ Medical and dental plans

+ Company paid vision and short and long term disability plans

+ Flexible spending programs including Healthcare, Dependent Care, Transit and Parking

+ 401K with employer match

+ Tuition reimbursement

+ Onsite fitness center (or gym membership reimbursement for client or satellite based employees)

+ Company paid life Insurance

+ Paid holidays and vacation

+ Technical certification gift card rewards program

Come experience our unique culture and see how our “right people, right results” philosophy has led to our outstanding success! We are great place to start your IT career!

EEO Statement:

Custom Computer Specialists is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. To request a reasonable accommodation to apply for this position or to enable qualified individuals with disabilities to perform essential job functions, contact [email protected] or 631-864-6699.

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