Head of Client Support Services

The Manager of LIT Services is a key leadership role responsible for overseeing and directing the day-to-day aspects of the LIT infrastructure services within the organization. This position requires a seasoned professional with a deep understanding of lighting technologies, extensive experience in telecommunications, and a proven track record in managing and expanding service offerings. This role will help achieve strategic objectives, emphasizing efficiency, client satisfaction, growth, compliance, financial performance, innovation, and reputation management.

Acts as the primary team member responsible for the Field Technicians
Oversee the planning and execution of field service projects, ensuring adherence to timelines and quality standards.
Work with fellow technicians at the job site. Ensures that the team members are following policies/procedures.
Mentors and provides for the personal growth of individual team members by sharing knowledge, industry standards, technological news, and demonstrating technical concepts.
Performing on the job training to new members when needed
Collaborate with other departments, including network engineering and customer support, to ensure seamless service delivery.
Proficiency in troubleshooting network issues, identifying root causes, and implementing effective solutions to minimize downtime and service interruptions.
Oversee vendor relationships and optimize partnerships for efficient procurement and operational excellence.
Ability to maintain operational documentation of procedures, and incidents, as well as generate reports on department performance, utilization, and trends.
Proficiency in managing purchase orders (POs), including creation, modification, and tracking of POs to ensure accuracy, timeliness, and compliance with company policies and procedures.
Minimum 5+ years of management experience, with demonstrated ability to lead and develop technical field teams.
Proven experience in planning, coordinating, and overseeing field service projects to successful completion.
Hands-on technical expertise with troubleshooting network issues, root cause analysis, and implementing effective solutions.
Experience managing vendor relationships, procurement processes, and purchase order administration.
Proficiency with task allocation tools and workforce coordination to optimize technician productivity and project outcomes.
Strong collaboration skills, with the ability to work across departments (engineering, customer support, operations) to ensure seamless service delivery.
Excellent communication, documentation, and reporting skills with an emphasis on compliance, accuracy, and performance tracking.
Demonstrated ability to mentor, train, and support the professional growth of team members.
Valid driver’s license and ability to travel to job sites as required.