Company

SDI Presence LLC is an IT managed services provider (MSP) and consultancy that leverages its strong team presence to advance our clients to a secure digital enterprise. With a 20-year corporate resume, SDI delivers strategic managed services, IT consulting, and hybrid infrastructure solutions to optimize our clients’ technology environments. SDI is a certified Minority Business Enterprise (MBE), with a portfolio of clients that includes some of the nation’s largest airports, utilities, commercial real estate portfolios, and government agencies. SDI delivers a deep technical presence through a local delivery model to achieve customer confidence and success. Visit us at www.sdipresence.com and connect with us on Twitter and Instagram.

 

Summary

The Field Service Manager is responsible for supporting end user interfacing to the IT environment. As such, he/she leads a team of specialists in delivering outstanding technical and non-technical support in a manner that is both timely and satisfying to the End User. This includes the identification, standardization, and management of procedures related to the resolution of end user equipment requests and supporting associated Help Desk functions. The Field Service Manager also employs excellent organizational and time management skills to meet multiple and simultaneous project demands.

 

Through a proficiency in hardware/software management, equipment technical support, customer service and ITIL best-practices, the Field Service Manager will oversee and, when necessary, refine policy to conform to the client’s Service Level Requirements (SLRs) and Agreements (SLAs). The Field Service Manager will oversee a team of desktop engineers in the field, track their locations, estimate arrivals times, workloads and act as an escalation point to our client. The Field Service Manger will report to the Desktop Support Manager.

Responsibilities

  • Analyze monthly field service tickets for monthly reporting and continuous service improvement recommendations
  • Dispatch field service in accordance with SLAs and manage schedule for 24x7 coverage
  • Follow Change Management procedures
  • Develop and document the Standards and Procedures Manual
  • Develop and document detailed technical Specifications that define and support the build, test, and deployment plans for the standard Core Software Image(s)
  • Define Application Software Image Build and Deployment requirements and policies
  • Provide ongoing application packaging planning by understanding the business drivers, values, and assessing the current state and understanding of future application packaging requirements. This would include the definition of packaging and deployment standards, acceptance criteria, and process interfaces for discovery and delivery that reflect both industry best practice
  • Work with ServiceNow ITSM developer to automate incident management, problem management and asset management ensuring that required project metrics are captured and reported
  • Manage new PC rollouts of 1000+ devices
  • Manage large scale OS upgrades to Windows 10
  • Monthly SLA reporting
  • Quarterly Executive Committee reporting

The Field Service Manager will manage a team of field/desktop specialists and other resources to deliver the following:

  • Schedule field resources by hours and geographic region
  • Recommend Services and standards for supporting the environment/end users
  • Maintain accurate asset inventory
  • Maintain spare parts inventory
  • Verify software configurations and review version levels for hardware under management on a periodic basis
  • Deploy and manage desktop and laptop hardware and software
  • Provide desktop/laptop Break/Fix and Level 2 support for hardware as coordinated through the Help Desk
  • Provide Incident determination, Root Cause Analysis, and Resolution
  • Provide technical assistance for defining Core Software Image(s) Specifications for desktops, laptops, servers, and other in-scope Devices
  • Build Core Software Images for devices and servers
  • System-level and End User testing of Core Software Image(s) to validate that these perform in accordance with the approved Specifications and can be deployed successfully and operate with all supported applications, hardware, and software
  • Manage deployment efforts using formal project management tools, methodologies, and standards (e.g., ITIL change and configuration management practices)
  • Deploy approved Core Software Image(s) on applicable devices
  • Manage software/OS distribution via SCCM
  • Design and build application package and testing: environment including creation of templates and tracking methods to document and enforce processes and standards
  • Build and test agreed standard operating environment software configurations (including historical versions if appropriate) based on the functional needs and specifications which may include applications, operating systems, service packs and systems software and hardware drivers, security requirements, and specialist requirements
  • Conduct integration testing in a lab environment of the agreed packages on the agreed target operating system images and platforms to ensure that package install, uninstall and repair occurs without significant issue and to documented standards. Obtain End User acceptance and handover final deliverables to the deployment team for release and distribution
  • Conduct End User testing of Application Software Image(s) to validate that they perform in accordance with approved specifications and can be deployed successfully and operate with all supported applications, hardware, and software
  • Conduct application software deployment reviews and provide results of reviews
  • Conduct pre-installation and site survey activities (e.g., Network connectivity, power, data jack preparation) in accordance with the procedures and specific Service Request
  • Perform hardware and software, IMACs, re-installations, and de-installations in accordance with the specific Service Request, procedures, and other application policies (e.g., security policies)
  • Provide standard images for Citrix deployment

Requirements

  • 5+ years of experience in a 5000+ desktop environment over multiple sites
  • 4 year college degree in related field or relative professional experience
  • Team leadership experience of local and field dispatch resources
  • Experience with:
    • Large scale, 1000+ rollouts of new equipment
    • Managing large scale upgrades from Windows 7 to Windows 10
    • SCCM (patching and software distribution)
    • ITSM management systems and reporting
    • ServiceNow preferred
  • ITIL certification a plus

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • SqlLanguages
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • SAP HANADatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • InDesignDesign
    • AsanaManagement
    • Microsoft ProjectManagement
    • WordpressCMS
    • SAP ByDesignCRM
    • MailChimpEmail

Location

SDI's HQ is located in the newly redeveloped Aon Center, overlooking Millenium Park and in the heart of downtown Chicago.
At growth-focused SDI, even the CEO finds time to be a mentor
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An Insider's view of SDI Presence

How would you describe the company’s work-life balance?

SDI supports a healthy work-life balance & offers the right tools through our wellness program to champion my health which is very essential for me as a new parent. I always look forward to our HuddleUp team outings because they boost employee morale & help coworkers (especially those offsite) to get to know each other in a non-stressful capacity.

Robert

Commercial Real Estate Consultant

What projects are you most excited about?

I am most excited about the new Cyber Security offering we are working on for the West Coast. I hope to be a valued member of the SDI team and that we can bring a new line of business that has not been able to offer local governments without the use of partners in the past.

Wesley

Managing Consultant

What makes someone successful on your team?

SDI provides a platform that allows employees to challenge the status quo, never settling for the average who’s content with just fulfilling the context of their own roles & responsibilities. SDI has created a work environment that pushes the envelope of consistently hunting for new ways to solve a problem or self-improvement, never sitting still.

Manny

Solution Architect

What is your vision for the company?

We aim to be the IT managed services partner of choice for Chicagoland’s leading governments and private sector organizations by providing top technical talent: versed in our clients’ technologies of choice, passionate about our clients’ business, and prepared to make an impact from day one.

Mark

Chief Operating Officer

What’s the vibe like in the office?

SDI has a collaborative group of diverse and talented people who are generally very hard working and willing to go the extra mile to contribute to the success of the company. It truly is an awesome work environment and we have a leadership team that cares about the health and wellbeing of the employees.

Lola

Marketing Manager

What are SDI Presence Perks + Benefits

SDI Presence Benefits Overview

SDI Presence offers comprehensive benefits for its employees:

401K plan with a company match
Cell phone reimbursement
Company-wide quarterly profit sharing
Education reimbursement
Medical, Life, Vision, Dental, Short-Term, and Long-term benefits package
Generous PTO plan
Flexible Work Hours

Company perks include Team HuddleUp Outings, Birthdays and Anniversaries Celebration, Weekly Fruit and Snacks, Community Philanthropic Events, Wellness Seminars, Friday Afternoon Club (FAC) events and many more!

Culture
Volunteer in local community
We partner with Mercy Home and also participate in local volunteering events such as Ring Side, ALS Walk for Life, and the American Heart Association.
Partners with Nonprofits
We currently partner with the American Heart Association and Cystic Fibrosis Foundation.
Friends outside of work
Eat lunch together
Intracompany committees
SDI Presence has various internal committees such as the GREEN team.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Being MBE (Minority Business Enterprise) certified, SDI Presence's management team is as diverse as our local staff and our Chief Development Officer is focused on continuing our initiatives.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
SDI Presence employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Disability insurance covers 60% of annual salary up to $12000 monthly maximum payout.
Dental Benefits
Our dental plan covers $75 of expenses.
Vision Benefits
The vision benefits plan covers an annual exam and up to $130 for glasses and/or contact lenses.
Health Insurance Benefits
SDI Presence offers three different health plans under Blue Cross Blue Shield of Illinois.
Life Insurance
SDI Presence offers basic life insurance which is one times your annual earnings plus $25,000 to a maximum of $225,000.
Wellness Programs
Team workouts
SDI Presence's team fitness initiatives include Sponsored race teams.
Retirement & Stock Options Benefits
401(K)
SDI Presence's 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
401(K) Matching
SDI Presence provides employees with a 401(k) matching plan managed by [provider]. We match 2% of contributions up to 60% of an employee's annual gross pay.
Performance Bonus
In some cases, SDI Presence does offer a variable compensation plan.
Child Care & Parental Leave Benefits
Flexible Work Schedule
SDI Presence provides employees with a flexible work schedule that includes Summer hours, Core hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Company sponsored family events
SDI Presence sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
SDI Presence employees receive between 13 and 25 days per year of paid time off based on years of service. It also included a "floating holiday" in addition to PTO.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
SDI Presence offers pre-tax commuter benefits for all Illinois employees.
Company Outings
SDI Presence hosts company outings Semi-annually called HuddleUps.
Stocked Kitchen
SDI Presence's kitchen provides free coffee, and tea and fresh fruit on Fridays.
Happy Hours
Happy hours are hosted Once per month.
Relocation Assistance
Our relocation assistance plan offers a maximum reimbursement of $5000.
Professional Development Benefits
Job Training & Conferences
SDI Presence offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $2000.
Diversity Program
Lunch and learns
SDI Presence hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Cross-department program.
Time allotted for learning
Customized development tracks
Paid industry certifications
We have annual budget of up to $2,000 for paid industry certifications per person but could be more depending on position requirements.
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