External Field Ops Support Manager

DSI Systems Inc., an authorized AT&T partner and the nation’s largest home services distributor, is seeking an External Field Ops Support Manager to oversee all field support operations performed by a third-party, offsite call center. This role serves as the primary point of accountability for customer and technician support activities, ensuring call center execution aligns with Field Operations requirements and supports successful installation outcomes.

The External Field Ops Support Manager collaborates closely with Field Operations leadership to ensure consistent, high-quality support delivery. In partnership with third-party call center teams, this role is responsible for managing performance, enforcing processes, and ensuring all support activities effectively contribute to successful installation execution.

About DSI

Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency.

At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.

Responsibilities

• Own day-to-day execution of all field support activities handled by external call centers
• Serve as the primary operational point of contact for call center leadership
• Ensure customer and technician support interactions align with field operations requirements
• Oversee support for customers scheduling, rescheduling, and all other customer requests
• Oversee technician support for work order closure, system issues, and field-related needs and communicate escalation trends to respective areas
• Define and manage performance expectations, KPIs, and service-level standards for call center teams
• Identify performance gaps and drive corrective actions with call center leadership
• Ensure adherence to documented processes, SOPs, and escalation protocols
• Serve as the escalation point for complex or high-impact support issues
• Collaborate with internal field operations teams to resolve issues and improve outcomes

Requirements

• 7+ years of experience in operations, call center, or support leadership roles
• 3+ years of experience managing or overseeing third-party call center operations

• Strong understanding of customer and technician support environments
• Proven ability to manage performance through KPIs and service-level metrics
• Experience supporting field services, installations, or technician-based operations preferred
• Advanced proficiency in Microsoft Excel and data analysis
• Strong written and verbal communication skills
• Ability to drive accountability without direct employment authority
• Detail-oriented with a strong process and execution mindset
• Experience with call center platforms such as Five9 preferred

Benefits

• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period

• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!