Regional IT Service Lead | Field Ops & Support

Tata Consultancy Services Limited; Plano (TX); Vor Ort; USD 90.000 - 115.000; Vollzeit

Benefits dieser Stelle

Discretionary incentive

Comprehensive medical coverage

401K plan

Training reimbursement

Vacation & holidays

Zusammenfassung

Tata Consultancy Services Limited in Plano, TX is seeking a Regional Service Manager to lead regional field support operations, manage technical teams, and ensure high-quality IT services. You will drive service performance, workforce management, and stakeholder engagement while coordinating with vendors and ensuring SLA compliance.

The role emphasizes incident management, continuous improvement, and strong customer relationships.

Qualifikationen

• Proven experience leading technical support or field service teams.
• Strong ITIL and ITSM knowledge with focus on process improvement.
• Experience with vendor management and multi-stakeholder coordination.
• Experience in incident management and escalation procedures.
• Ability to analyze service desk metrics and drive improvements.

Aufgaben

• Lead regional field support operations and IMAC project support according to IT service management best practices.
• Manage onsite resources, onboarding, workload prioritization and performance.
• Coordinate with Service Desk to drive ticket resolution and reduce unnecessary field dispatches.
• Drive service improvements and operational knowledge management.
• Conduct regular service reviews with customers and delivery teams to identify improvements.
• Oversee regional teams and third-party providers ensuring SLAs and staffing models.

Kenntnisse

ITSM concepts

ITIL knowledge

Vendor management

Incident management

Escalation handling

Performance metrics

People leadership

Stakeholder engagement

Workload management

Ausbildung

Bachelor of Computer Science

Tools

ServiceNow

Asset management tools

Endpoint management tools

Jobbeschreibung

Tata Consultancy Services Limited in Plano, TX is seeking a Regional Service Manager to lead regional field support operations, manage technical teams, and ensure high-quality IT services. You will drive service performance, workforce management, and stakeholder engagement while coordinating with vendors and ensuring SLA compliance.

The role emphasizes incident management, continuous improvement, and strong customer relationships.