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Location: Austin, United States of AmericaThales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Position Summary

Austin, Texas, Hybrid

Thales is looking for an Onsite Field Support Manager who will oversee and manage a team of onsite technicians, ensuring the smooth and efficient operation of all technical systems and equipment at the client site. This role will involve leadership, troubleshooting, maintenance, and proactive issue resolution.

In this role, you will work closely with Thales Service Delivery Managers, IT Operations and other internal teams to meet service level agreements (SLAs), ensure tasks within the statement of work are completed and maintain the highest levels of customer satisfaction.

Key Areas of Responsibility

Team Leadership and Management:

• Lead and manage a team of onsite technicians, ensuring they are trained, motivated, and aligned with the company's goals.

• Conduct performance evaluations, provide ongoing feedback, and facilitate the professional development of the team.

• Ensure that all team members adhere to safety protocols and best practices.

Technical Support and Troubleshooting:

• Supervise and assist in the diagnosis and resolution of technical issues across a wide range of systems and equipment.

• Provide onsite technical expertise and support in troubleshooting hardware, software, and networking issues.

• Coordinate and manage the installation, maintenance, and repair of equipment and systems.

Process Improvement and Efficiency:

• Identify opportunities for process improvements within the team and the overall technical operations on-site.

• Implement best practices and standards to ensure consistent and high-quality service delivery.

Reporting and Documentation:

• Prepare and maintain accurate reports regarding service activities, equipment status, and team performance.

• Monitor and track key performance indicators (KPIs) to ensure SLA compliance, preventative maintenance and operational excellence.

• Maintain an up-to-date inventory of all equipment and supplies, coordinating ordering as necessary.

Collaboration and Coordination:

• Address any escalated technical issues, offering timely solutions and maintaining a high level of customer service.

• Work closely with the Internal Service Delivery Managers and technical teams to align on operational needs, upgrades, and future projects.

• Coordinate with other internal teams to resolve complex technical issues that may require cross-functional involvement.

Training and Development:

• Ensure that all technicians are trained on new technologies and best practices.

• Organize and lead regular team meetings to address issues, provide updates, and improve team performance.

Compliance and Safety:

• Ensure compliance with all safety regulations and company policies.

• Lead efforts to maintain a safe working environment for the team and clients.

• Track and manage any company vehicles used by onsite field support teams

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent work experience).

• 8+ years of experience in a technical support or technician role, with at least 2-3 years in a leadership or managerial position.

• Strong technical expertise in hardware, software, networking, and troubleshooting.

• Excellent problem-solving skills and ability to think quickly under pressure.

• Experience with service management tools and systems (ServiceNow)

• Knowledge of industry standards and best practices.

• Exceptional leadership, communication, and interpersonal skills.

• Ability to handle multiple tasks and prioritize effectively.

• Experience managing client relationships and resolving customer issues promptly.

• Strong organizational skills and attention to detail.

• Certifications (e.g., CompTIA A+, Network+, ITIL) are a plus.

Special Position Requirements

Physical Demand:

Ability to lift and carry equipment up to 50 lbs.

Ability to work after hours; often requiring long hours

Travel:

Ability to travel at a minimum of 20% to customer sites

Why Join Us?

Say HI and learn more about working at Thales click here.

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This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.

The reference Total Target Compensation(TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between

Total Target Cash (TTC): 99,457.50 - 132,610.00 - 161,369.00 USD Annual

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.

(For Internal candidate, if you need more information, please reach out to your HR Shared Service, 1st Point)

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:
•Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance

•Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period

•Company paid holidays and Paid Time Off

•Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program