Resource Managers make sure our staff are happy, healthy and helpful for our clients.
We spoke to Tina Mattison, our expert Resource Manager (or Field Service Manager, as you may hear them called) in the Greater Atlanta Area, to find out more about the role.
Tina Mattison, Resource Manager, Greater Atlanta Area
Can you briefly describe your role?
As a Resource Manager I ensure we hire the best and the brightest talent out there. I provide mentoring, coaching and career development for our employees.
I also make sure that whatever issue an employee has, that it is addressed in a timely manner, from HR, payroll, benefits or performance management. You know – give them the warm and fuzzy about the organization.
What does a typical day entail for you?
A typical day in the life of a Resource Manager is conducting site visits to visit employees; it is important that the employee knows that he/she has a representative in the area where they can bring their concerns. I spend each morning reviewing daily reports which highlights the productivity, case updates and status of the accounts the employee supports; I also spend time recruiting conducting interviews and attending meetings.
What skills are helpful in this role?
You need the ability to communicate effectively; have patience, empathy, and the ability to accept change.
How has your job changed in the time you’ve been doing it?
The turnover is much higher and as a Resource Manager we spend a vast amount of time recruiting.
What do you enjoy most about your job?
The people – I love my team and the comradery. I am a people person and enjoy meeting and talking with my employees.
What are the biggest challenges/stresses?
My biggest stress is last minute request for projects. It's unavoidable, but it rushes the process, and sometimes you may not make the right hire due to the time constraints.
What does an IT Engineer need to stay happy?
I believe happiness on the job starts off with work-life balance. When the organization has opportunities for employees to balance their life – and there is path for growth – the employee is satisfied. As a manager my job is to ensure employees stay engaged and overall satisfied with their choice to be part of the team.
How do you motivate your team?
I have raffles for movie tickets for trivia items about process they should follow; I give out gift cards for excellent customer support; and most of all I send out thank you notes to let the team know that I care about the job they do.
How do you make sure the work delivered is always at a high standard?
By reviewing the daily reports and communicating with my team about various requirements. Conducting the site visits, going over the monthly numbers, and identifying issues prior to anything getting out of hand.
Is it easier to manage processes or people?
It is easier to manage processes, it is more controlled. You document a process, implement and make improvements. People are people with emotions and they are all different – as a manager you will need to know how to manage each individual separately. What drives one individual may not drive the next.
How do you assess an interviewee? What kind of qualities are you looking for?
My main objective during interviewing is to focus on the customer service aspect. Yes, the candidate has to be technical, but the customer service skills are very important. I make sure they can communicate effectively, that they're friendly – can smile, but most of all that they are coachable and trainable. The technical skills are important, however, you can teach technology, but you cannot teach social skills.
Which qualifications does a Resource Manager need?
I believe you need work experience and a college degree. There are some things you cannot get from a book or work experience. I know from experience there are things I learned with my MBA that I did not know just from working: my education tied all the missing pieces together.
What advice do you wish you’d received before starting your career?
Focus on where technology is going and learn the additional skills to stay relevant in the industry.
Getting a job with NSC isn't the only way to start a career in IT. However, it is a good way: work with multinational clients in a growing company with many international opportunities. Take a look at our open positions on our jobs page.