Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

The Supervisor, Field Services role is accountable for the supervision and coordination of the IT Field Services Team Members. This role is responsible for managing the day to day operations including incident assigning, incident monitoring, escalation, customer contact, and meeting service levels to increase overall customer satisfaction. The Supervisor, Field Services is also responsible for the forecasting and scheduling for events and business needs to ensure policies and procedures are adhered to. This position will work in cooperation with IT management to ensure interdepartmental procedures are communicated to the Field Services team in a timely manner and ensure all necessary documents for Field Services procedures are documented and stored in a location accessible to the entire staff.

MAJOR RESPONSIBILITIES:

• Oversees and monitors Field Services team, reporting and daily responsibilities such as e-mails, restorations and requests to ensure Service Level Agreement expectations are met or exceeded. Escalate and update Incidents per process.
• Disseminates new information or tasks assigned to the Field Service for events, projects, day to day business and new/replaced hardware software. Ensure the proper documentation of all new tasks and equipment have been completed thoroughly and communicated in a timely manner to the Field Service Team.
• Supervise, evaluate, and conduct Team Member development plans and annual performance appraisals. Assist with ongoing and new hire training of team members. Enforce UO policies and procedures. Responsible for coaching, training and preparing operating schedule.
• Screens the qualifications and experience of applicants, interviews candidates and makes primary recommendations to Field Services Manager. Create and monitor Field Services training plans including new hire and technical trainings.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION:

• High school degree or GED is required.
• Technical school 
• Associate degree (AA) is preferred.
• Other: Military equivalent in service and training/classes.

EXPERIENCE:

• 5+ years of Senior/Lead experience in the productions support field is required – preferably Customer Service related area.
• Formal training in IT related applications or equivalent work experience.
• 1+ years’ experience managing and developing employees, preferably in the customer service or information technology fields.
• Or equivalent combination of education and experience.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

Information Technology Infrastructure Library (ITIL) certification is preferred. Will be required to achieve within first 6 months.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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