Field Support Manager

Position Summary

The Field Support Manager is responsible for leading a team of Level 2 Field Support Technicians who provide onsite and remote support across corporate locations. This role ensures the delivery of high-quality end-user support services, drives operational excellence, manages escalations, and develops technical support personnel to meet business and customer needs.

Responsibilities

• Team Leadership & People Management
  • Lead, coach, mentor, and develop L2 Field Support technicians.
  • Conduct performance management activities including goal setting, evaluations, and development planning.
  • Foster a customer-focused, high-performance team culture.
  • Manage staffing, scheduling, and workforce planning to ensure adequate coverage.
• Support Operations
  • Oversee day-to-day field support operations across assigned locations.
  • Ensure timely resolution of hardware, software, networking, and endpoint issues.
  • Monitor ticket queues and support metrics to ensure service commitments are achieved.
  • Drive continuous improvement initiatives to enhance support effectiveness and end-user satisfaction.
• Escalation Management
  • Act as the primary escalation point for critical incidents and unresolved support issues.
  • Coordinate with Service Desk, Infrastructure, Applications, and third-party vendors to drive issue resolution.
  • Facilitate communication during major incidents and service disruptions.
• Resource Planning
  • Manage technician assignments and site coverage models.
  • Forecast resource requirements based on business growth and demand.
  • Support budgeting and asset planning activities.
• Stakeholder Management
  • Build relationships with site leadership and business stakeholders.
  • Ensure support services align with organizational priorities.
  • Provide regular operational reporting and service updates.

Qualifications

• Required
  • Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
  • 5+ years of IT support experience.
  • 2+ years of people leadership experience.
  • Experience managing field services, desktop support, or end-user computing teams.
  • Strong incident and escalation management experience.
  • Excellent communication and stakeholder management skills.
• Preferred
  • ITIL Foundation certification.
  • Experience supporting multiple sites or distributed operations.
  • ServiceNow or equivalent ITSM platform experience.

Pay

$86,250-$115,000