Manager, Field Services

About the role

The Field Service Manager (FSM) leads a team of field technicians performing on-site IT installations, maintenance, and technical support. We’re looking for someone who has been in the field—someone who understands the work firsthand and is ready to step into a leadership role. This person builds and runs a strong field team, manages daily operations, and serves as the go-to resource when things get complex. Primarily office-based with occasional travel as business needs require. Must be available outside normal business hours to support escalations and operational emergencies.

Responsibilities

• Recruit, interview, hire, and onboard field technicians.
• Manage daily workload assignment, scheduling, and technician dispatch.
• Coach technicians on performance, technical skills, and professionalism; address issues early and directly.
• Monitor team performance and hold technicians accountable to utilization and quality targets.
• Ensure all work is completed in accordance with SOWs, quality standards, and contractual requirements.
• Serve as the escalation point for customer concerns and critical service events.
• Communicate clearly with technicians, customers, and internal teams.
• Partner closely with Project Managers to understand project scope, customer expectations, and deadlines; translate that into clear direction for the field so technicians arrive prepared and work gets done right and on time.
• Collaborate with other FSMs, leadership, and key stakeholders to keep the field team aligned with company goals, standards, and operational priorities.

Qualifications

The ideal candidate has worked as a field technician and earned their way into leadership. They understand the pace, pressure, and lifestyle of field service work—and can lead a team with credibility because they’ve done the job themselves. They’re a natural communicator, a mentor, and someone field technicians respect and trust.

Requirements

• Hands-on background in field IT services, structured cabling, or technical support.
• Understands field service workflow and the day-to-day reality of technician work.
• Clear communicator who connects well with technicians, customers, and leadership alike.
• Organized and reliable; comfortable managing multiple active jobs simultaneously.
• Available outside normal business hours to support escalations as needed.
• Associate’s degree or equivalent hands-on experience.
• 5+ years working in field IT support, structured cabling, or a related technical field.
• Experience leading or mentoring others; formal management experience a plus, not required.
• Comfortable using standard business tools (Microsoft Office suite, Salesforce or similar).
• Microsoft Excel and PowerPoint
• Salesforce / Service Cloud
• SharePoint
• Five9