Manager Technology Field Support

About the role

The Manager, Technology Field Support is responsible for leading the team that delivers exceptional technology support services across Goodwill Greater Milwaukee & Chicago locations. This role oversees the daily operation, performance, and continuous improvement of field technology support services for retail stores, mission locations, administrative offices, warehouses, and other organizational facilities. The Manager ensures reliable, secure, and customer-focused support for endpoint devices, mobile technologies, point-of-sale systems, collaboration tools, and site-based technology solutions. The position serves as a critical bridge between business operations and Technology, ensuring that associates can effectively leverage technology to support Goodwill's mission of connecting people to work and preparing people for life. This leader develops a high-performing support organization focused on service excellence, problem resolution, operational consistency, and continuous improvement while advancing Goodwill's mission, values, and strategic objectives. Implements strategy for IT support services. Oversees daily operations, direct staff and ensures implementation of departmental policies, procedures and programs. Maintains operating budget and manages expenses. Communicates budgetary performance. Typically works on projects and initiatives that span 1–2 years and focuses on the creation of systems, processes and programs.

Responsibilities

• Provides day-to-day leadership for the IT Field Support teams to achieve project goals for their assigned tasks and objectives.
• Prioritizes goals and objectives and works independently and with colleagues to meet expected timelines.
• Researches, suggests, and implements best practices for the provision of IT partner services.
• Provides ongoing vendor management for outsourced desktop support services.
• Provides project management for the procurement, installation, and upgrades of all desktop technology.
• Process Improvement: Comes up with new ways to be productive and efficient at the Help Desk and Field Technician Support, and other departmental areas.
• Oversees New User Computer Skills Training and ensures that all materials are up to date and that training is targeted to customers’ needs.
• Provides Information Technology training to managers through Goodwill University Classes using good presentation skills.
• Oversees asset management support and lifecycle management of: desktop and laptop computers; mobile devices and tablets; point-of-sale systems; printers and peripherals; video conferencing and collaboration technologies; site networking equipment (in coordination with Infrastructure teams); store technology platforms and related hardware.
• Ensures consistent support processes and service experiences across all locations.
• Monitors support trends and proactively addresses recurring issues affecting business operations.
• Leading and Developing Talent: Manages departmental structure, development and training of staff. Actively networks and sources for positions within the team.
• Project and Change Management: Plans and manages projects of low to moderate complexity related to departmental function. Manages change with direct reports and participates in the leadership coalition that supports the change.
• Community Engagement: Understands social trends driving Goodwill's community engagement initiatives, and champions initiatives.
• Responsible for completing other duties/responsibilities as assigned.

Requirements

• Associates Degree or experience equivalency, and a minimum of 3 years’ managerial experience; OR Associates Degree or experience equivalency, and a minimum of 7 years’ experience.
• Bachelor's Degree preferred.

Qualifications

• Business Insight: Shares knowledge, keeps others informed of industry developments and provides education on business fundamentals. Applies insights and industry trends to drive critical initiatives. Helps others understand their contributions to the success of the broader organization.
• Courage: Demonstrates the ability to deliver a difficult message and say “no” when necessary. Confronts tough organizational issues and coaches people on how to appropriately advocate in the face of adversity.
• Customer Focus: Gathers customer satisfaction input and aligns business processes to work with those of the customer. Holds others accountable for meeting customer needs and addresses gaps in meeting emerging customer needs.
• Values Differences: Creates an environment where differences are openly shared, embraced and incorporated into the team’s activities. Encourages others to be open to, seek and learn from diverse perspectives. Demonstrated sensitivity to cultural norms and expectations and helps others understand the value diversity brings to the business.
• Communicates Effectively: Practices active and attentive listening and encourages candid and open communication among groups. Breaks down communication barriers and adjusts content and communication style to reach the audience and a diverse set of stakeholders.
• Situational Adaptability: Sets an example of adaptability, adapting and shifting priorities in response to clients, constituents, or the organization. Helps teams adapt to new situations and shift approach or stay the course in the face of changing demands.
• Drives Results: Fosters a sense of urgency within the team for reaching goals and meeting deadlines. Drives a record of success leading others to persist in achieving results despite setbacks or obstacles.
• Ensures Accountability: Holds self and team accountable for outcomes and accepts responsibility for successes and failures of own work and the team’s work. Creates feedback loops within processes; monitors metrics and milestones to chart progress against expectations and accountabilities.

Physical demands

Job requires the following: remain stationary for sustained periods of time; ability to move about to accomplish tasks; must be able to operate a computer or similar technology, which typically involves substantial motions of wrist, hands and/or fingers; visual acuity to perform activities such as preparing data, operating equipment or review thoroughness of work; ability to communicate with others and exchange information. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay

When determining placement within the salary range for this position Goodwill Greater Milwaukee & Chicago considers education, experience, internal equity, market demands and other qualifying criteria. It is not typical for individuals to be hired at or near the top of the range for their role and compensation decisions are dependent on facts and circumstances of each case. Certain roles are eligible to participate in an incentive plan. Participation in this plan does not guarantee an incentive payment and is subject to the terms and conditions of the plan