Supervisor, IT Field Services

Orlando, Florida
Jun 23, 2022
Aug 22, 2022
IT, Theme Park

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.


  • 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.


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


  • 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.


  • 5+ years' experience with personal computers, networking, Windows OS, Active Directory, Microsoft Exchange, Microsoft Office products, various Point of Sale systems.
  • 1+ years' experience managing and developing employees, preferably in the customer service or information technology fields.
  • Experience with Project Management is preferred.
  • Experience developing, monitoring and administering Key Performance Indicators (KPI's) and Continuous Service Improvement (CSI) metrics preferred.
  • Possess an advanced knowledge of industry standard Information Technology Service Management (ITSM) tools.
  • Strong customer/team interpersonal skills with a positive attitude.
  • Excellent verbal and written communication skills.
  • Detail oriented.
  • Ability to multi-task in a fast-paced environment.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.
  • Ability to read, interpret, and create technical documents and effectively present information, and respond to questions, for one-on-one and small group situations to VP's, customers, clients, and other employees of the organization.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Ability to deal with issues involving little to no concrete variables in non-standard situations as well as problems that are undocumented and fairly to extremely complex as technology evolves and new systems are implemented.
  • Ability to direct workflow as needed during the day or event. Requires the use of sound business judgment in coordinating the requirements of the various user group(s) in the business to which may arises.

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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Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2022 Universal Studios. All rights reserved. EOE

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