Role: Senior Engineer
Required Skills: EUC
Qualification: BACHELOR OF COMPUTER SCIENCE
Experience: 10 - 15 Years
Function: TECHNOLOGY
Apply By: 2026-12-11
Role Overview
The Regional Service Manager (RSM) is responsible for leading regional field support operations, managing technical support teams, and ensuring the delivery of high-quality IT support services. This role oversees service performance, workforce management, stakeholder engagement, vendor coordination, and continuous service improvement initiatives across the assigned region.
The successful candidate will drive operational excellence, ensure compliance with service level commitments, and serve as a key escalation point for critical incidents while maintaining strong relationships with customers and internal stakeholders.
Key Responsibilities
Service Delivery & Operations Management
- Deliver field services operations management and IMAC (Install, Move, Add, and Change) project support in accordance with recognized IT service management best practices, including risk management, governance, quality assurance, issue resolution, and reporting.
- Manage onsite support resources, including hiring, onboarding, workload prioritization, and performance management.
- Partner with the Service Desk to drive ticket resolution through remote support capabilities and reduce unnecessary field dispatches.
- Support field operations stabilization and service improvement initiatives.
- Conduct weekly, monthly, and quarterly service reviews with customer management and project delivery teams to assess performance and identify improvement opportunities.
- Maintain and enhance operational knowledge management practices.
Team Leadership & Resource Management
- Schedule shifts and assign workloads to technical support personnel.
- Evaluate employee performance and provide coaching, mentoring, and training.
- Oversee regional support teams, including approved third-party service providers.
- Ensure adherence to staffing models, technician assignments, and service level commitments.
- Provide an optimized support model with flexibility to address changing business demands and surge requirements.
- Assist with onboarding, training, and mentoring new support personnel.
Customer & Stakeholder Management
- Serve as the primary regional management point of contact for customers regarding project requests, staffing requirements, scheduling adjustments, overtime needs, and service escalations.
- Develop and maintain strong relationships with key customers and stakeholders.
- Provide regular operational updates and performance reporting.
- Ensure a positive customer experience through consistent and effective service delivery.
Incident & Service Management
- Take ownership of critical incidents and service failures, coordinating resolution efforts with relevant stakeholders until full service restoration.
- Actively participate in major incident management activities to minimize business impact and system downtime.
- Ensure adherence to agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational procedures.
- Escalate and manage operational risks as appropriate.
Governance, Reporting & Continuous Improvement
- Track service desk and field support performance metrics and prepare accurate operational reports.
- Ensure the timely delivery of all agreed reporting requirements for service desk and desktop support services.
- Drive continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
- Align regional operations with global standards and processes to ensure consistent service delivery across all supported locations.
- Support software testing, updates, asset management, and technology lifecycle management activities.
Required Skills & Qualifications
Technical & Functional Skills
- Proven experience managing technical support, desktop support, or field service operations teams.
- Strong understanding of IT Service Management (ITSM) principles and ITIL frameworks.
- Experience with ServiceNow or equivalent IT service management platforms.
- Knowledge of SLA and KPI management.
- Experience managing vendors and third-party service providers.
- Understanding of desktop support, field services, endpoint management, software deployment, and asset management.
- Experience supporting incident management and escalation processes.
- Ability to analyze service desk metrics and drive operational improvements.
Leadership & Management Skills
- Strong people management and team leadership capabilities.
- Experience hiring, developing, and mentoring technical support professionals.
- Excellent stakeholder management and customer engagement skills.
- Strong organizational, planning, and workload management abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent problem-solving, decision-making, and conflict-resolution skills.
- Demonstrated commitment to service excellence and continuous improvement.
Preferred Qualifications
- ITIL Foundation certification or higher.
- Experience managing geographically distributed support teams.
- Experience working in enterprise IT support environments.
- Familiarity with project delivery and implementation support activities.
- Knowledge of continuous improvement methodologies and operational excellence practices.
Salary Range: $90,000 - $115,000 per year
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.