Field Services IT Tech Lead - Southeast Region

Field Services IT Tech Lead - Southeast RegionThis is a remote position with approximately 60% travel required. Candidates must reside within one of the following states: Georgia, South Carolina, Alabama, Tennessee, or Florida to support regional business needs.Job DescriptionThe Field Services IT Tech Lead is the liaison between the field, tech vendors and corporate IT, primarily for the Southeast Region. Job Responsibilities Supports the Regional IT and Field Service Directors in maintaining customer satisfaction by resolving issues with the help of Technical Support teams. Ensure a positive customer experience by collaborating with both the Account and Support teams to ensure professional handling, timely communications, and resolution of support requests Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Lead technology mobilizations for new account openings and technology decommissioning for departing accounts. These efforts may span outside of the normal operating regions. Manage projects assigned by the Field Service Director, informed by insights from the Regional IT Director and regional leadership. Participates in technology deployments ensuring projects remain on task and on time meeting the customer demand. Communicates status prior to potential issues. Utilizes (IT Service Management) (ITSM) policies to meet the objectives of the Collegiate Hospitality Field Service Team. Ensure a high level of quality assurance and customer service is maintained. Engages regional Community of Tech to train local technical leads on process improvements, deployment standards and support training The person for this role is expected to perform additional tasks as assigned, and the job description outlines the principal functions without providing an exhaustive list of all potential duties. The supervisor may assign logically related duties beyond those explicitly mentioned. Some off hours (nights/weekend) support and deployment work expected based upon severity of outage or project.QualificationsFive to seven years of experience with a progression of responsibility, but not limited to, in-depth, hands-on expertise with large and complex hospitality and point of sale solutions. Strong analysis, organization, communications, interpersonal skills, and project management skills are essential. Solid proactive decision-making skills are required. Experience with hospitality customer technologies is required. Excellent analytic skills, Knowledge of ITIL practices and Service Now software. Ability to travel up to 60%.