Manager IT Field Services

About Kennametal

With over 80 years as an industrial technology leader,Kennametal Inc.delivers productivity to customers through materials science, tooling and wear-resistant solutions. Customers across aerospace and defense, earthworks, energy, general engineering and transportation turn toKennametalto help them manufacture with precision and efficiency. Every day approximately8,700 employees are helping customers in nearly 100 countries stay competitive.Kennametalgenerated$2.1 billionin revenues in fiscal 2023. Learn more atwww.kennametal.com. Follow @Kennametal: Twitter, Instagram, Facebook, LinkedIn and YouTube.

Manager IT Field Services

Location - Pittsburgh, PA or Latrobe, PA (hybrid role in office at least 40%). Travel required approximately 25%-50%

Job Summary

The Manager IT Field Services is responsible for overseeing the delivery of IT support and services to enterprise locations and field operations. This role ensures that all field service activities are aligned with the company's IT strategy and standards, providing high-quality technical support and customer service.

Key Job Responsibilities

• Leadership and Management: Lead and manage a team of IT field service technicians, providing guidance, training, and performance evaluations. Develop and execute short- and long-term field service strategy.
• Service Delivery: Ensure timely and effective resolution of IT issues in the field, maintaining high levels of customer satisfaction.
• Project Management: Oversee IT projects related to field services, including hardware and software deployments, upgrades, and maintenance.
• Technical Support: Provide advanced technical support and troubleshooting for complex IT issues encountered in the field.
• Vendor Management: Collaborate with external vendors and service providers to ensure the availability and reliability of IT services.
• Documentation: Maintain accurate records of field service activities, including incident reports, service requests, and inventory management.
• Compliance: Ensure all field service activities comply with company policies, procedures, and regulatory requirements.
• Continuous Improvement: Identify opportunities for process improvements and implement best practices to enhance the efficiency and effectiveness of field services.
• Financial Management: Develop and manage the financials for the field services team, including management of relevant hardware spend, project spend, and relevant vendor relationships.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 10 years of experience in IT field services, with at least 2 years in a managerial role.
• In-depth knowledge of IT systems, hardware, software, and networking.
• Strong knowledge and experience in IT architecture, standards, and best practices, including security, scalability, and reliability.
• Strong knowledge and experience in IT project management and governance, including budgeting, planning, reporting, and risk management.
• Proven experience in managing IT vendors, contracts, and service level agreements.
• Excellent communication, collaboration, and stakeholder management skills.
• Excellent problem-solving, analytical, and decision-making skills.
• Excellent leadership, coaching, and team-building skills.

Equal Opportunity Employer