Regional Field Support Manager

At Artera Services, we are seeking a leader to manage onsite Tier 2 IT Support Engineers across multiple operating companies, ensuring team performance, development, and day-to-day operations. This role blends people leadership with technical oversight of MDM compliance, site infrastructure, device lifecycle, ticketing, and regional support.

Responsibilities

• Directly manage a team of onsite Tier 2 IT Support Engineers serving locations in Rochester, NY, Boston, MA, and Wellsville, NY, including recruiting, hiring, onboarding, coaching, and performance reviews.
• Lead the full people-management cycle, partnering with HR and IT leadership on disciplinary actions, terminations, and high-impact employment decisions.
• Develop team members’ technical and professional skills through training, mentorship, and performance accountability.
• Coordinate site coverage during PTO, illness, or vacancies, including redeploying resources or covering sites directly.
• Build and maintain relationships with OpCo leadership (CEOs, teams, staff) to align IT support with local operational priorities.
• Evaluate OpCo requests against holding-company IT standards, security, and cross-company impact; escalate or push back on non-compliant requests.
• Maintain strict confidentiality and operational separation between OpCo environments, especially union/non-union entities.
• Enforce MDM policy compliance (Intune/Jamf) and report on adherence across assigned sites.
• Oversee site-level network and infrastructure health (routers, switches, WiFi, AV, conference room tech) with corporate IT and vendors.
• Manage regional device lifecycle: refresh planning, imaging, provisioning, decommissioning, and alignment with procurement standards.
• Provide hands-on troubleshooting for Microsoft 365, Windows endpoints, Active Directory/Entra ID, hardware, software, and network issues.
• Own ticketing and SLA performance metrics, holding the team accountable for resolution time and service quality.
• Serve as the primary vendor contact for OpCo sites, coordinating deliveries, installations, and issue triage.
• Recommend regional IT spend (hardware refreshes, site equipment) for VP of IT approval and manage execution within budget.
• Report team performance, OpCo risks, operational needs, and escalations to the VP of IT.
• Identify and implement automation, process improvements, and standardization opportunities across OpCo sites.
• Support M&A and IT integration efforts by assessing and onboarding newly acquired OpCo IT environments.
• Maintain documentation of team structure, site configurations, support processes, and OpCo relationships.
• Travel regularly (25–30% of work time) to OpCo sites to review performance, meet leadership, assess IT needs, and reinforce standards.

Requirements

• Minimum 10 years of IT experience, including 5+ years leading a distributed or multi-location support team.
• Bachelor’s degree or equivalent relevant experience.
• Experience administering/enforcing MDM policy (Intune, Jamf) and compliance reporting.
• Experience coordinating device lifecycle activities (refresh cycles, imaging, provisioning, decommissioning).
• ITIL Foundation certification preferred.
• Experience in multi-entity or holding-company structures preferred.
• Construction industry experience preferred.

Skills

• Hands-on technical proficiency with Microsoft 365, Windows endpoints, Active Directory/Entra ID, hardware, software, and network troubleshooting.
• Ability to hire, coach, develop, and manage performance, including employee relations matters.
• Working knowledge of routers, switches, WiFi, AV systems, and site-level infrastructure.
• Strong judgment and discretion handling confidential data across multiple entities (union/non-union).
• Ability to balance competing stakeholder priorities while upholding enterprise IT standards.
• Strong communication and relationship-building skills with senior executives and site leadership.
• Proven ability to identify process improvements, automation opportunities, and workflow enhancements.

Benefits

This position may be eligible for a comprehensive benefits package, subject to plan terms and eligibility requirements.

Pay

The pay range for this position is $120,000–$150,000 annually. Actual pay will be determined based on experience, qualifications, internal equity, leadership responsibilities, and business needs.

Schedule

• Work hours generally follow a standard business schedule but may vary due to service demands, incidents, or escalations.
• Approximately 30% travel required to OpCo sites, company offices, and vendor locations.
• Must adapt to changing priorities, urgent escalations, security concerns, or staffing changes.

Work Environment

• Primarily office-based with regular use of computers, service management platforms, endpoint tools, and collaboration systems.
• May require occasional hands-on support (setting up workstations, inspecting infrastructure, assisting with deployments).
• Must be able to lift/move IT assets (laptops, monitors, networking equipment) up to 25 pounds.
• Work spans corporate offices, OpCo sites, equipment rooms, and conference rooms.

Supervisory Responsibilities

• Supervise assigned onsite Tier 2 IT Support Engineers and regional IT personnel.
• Assign and prioritize work, set service quality expectations, and review ticketing/SLA performance.
• Support technical/professional development, coordinate site coverage, and document performance concerns.
• Partner with IT leadership and HR on recruiting, onboarding, performance management, and termination matters.