Managed IT Services Field Supervisor

About the role

The Managed IT Services (MITS) Field Supervisor at Pacific Office Automation (POA) plays a crucial role in ensuring seamless coordination between field technicians, clients, vendors, sales teams, and management. This position combines technical expertise, leadership, and customer service excellence to support daily operations while driving team performance and client satisfaction.

Responsibilities

• Provide efficient, timely, and well-documented technical support across a variety of service requests and support tickets.
• Serve as a primary escalation point for complex Field Service issues.
• Build strong relationships with clients, vendors, and internal stakeholders to deliver exceptional customer service.
• Mentor, coach, and support team members through advanced troubleshooting and technical escalations.
• Cook up and maintain accurate time entries for both personal and team-assigned work.
• Drive accountability and effective utilization of the ticketing system.
• Lead daily team operations and coordinate field service activities.
• Foster a culture of customer service excellence, continuous improvement, and professional growth.
• Set performance expectations, evaluate results, and address performance concerns when necessary.
• Identify opportunities to improve processes, workflows, and operational efficiency.
• Ensure the Managed IT Field Services team consistently meets or exceeds organizational goals.

Qualifications

• Proven experience in IT support, network administration, managed services, or a related technical field.
• Previous leadership, supervisory, or team coordination experience preferred.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical audiences.
• Experience managing technical projects and coordinating work across multiple team members.
• Familiarity with IT infrastructure, ticketing systems, remote support tools, and CRM platforms.
• Proficiency with Microsoft Office Suite.

Desired Attributes

• Ability to work independently while contributing to a collaborative team environment.
• Strong organizational and time-management skills with exceptional attention to detail.
• Customer-focused mindset with a commitment to service excellence.
• Adaptability and eagerness to learn new technologies and processes.
• Willingness to travel as business needs require.

Education

Bachelor's degree in Information Technology, Computer Science, or a related field preferred. Equivalent professional experience will also be considered.

Why Join POA?

Competitive compensation
Comprehensive benefits package
Ongoing training and professional development
Career advancement opportunities
Collaborative and supportive team culture
Opportunity to work with cutting-edge business technology solutions

Our Commitment to Diversity & Inclusion

Pacific Office Automation is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, age, religion, veteran status, disability, or any other protected characteristic. We celebrate diversity and believe our differences make us stronger.