Sr. Manager, IT Field Solutions

Responsibilities

• Lead the IT Field Solutions team providing support for Service and Control Technicians across all locations.
• Ensure dependable, live support for technician laptops/tablets, software, controllers, gateways, connectivity, and VPN access.
• Maintain support processes suited to rooftop, outdoor, and after-hours work, including on-call coverage.
• Monitor support metrics (response times, resolution rates, technician satisfaction) and drive continuous improvement.
• Align field support practices with IT Service Delivery standards, security requirements, and change management processes.
• Serve as the primary point of contact for Service Leadership, ensuring the team’s support consistently meets their needs and stays aligned with their strategic priorities.
• Collaborate with Service and IT leaders to align Field Solutions activities with broader growth initiatives.
• Provide regular updates to executive leadership on team performance, deployment status, and apprenticeship progress.

Team Leadership & Apprenticeship Program

• Recruit, lead, and develop a traveling IT Field Support team comfortable working in varied field conditions.
• Design and manage an apprenticeship framework that progresses team members from IT support to supervised Control field work and, ultimately, Control Technician roles in 3–4 years.
• Cook up cross-training, job shadowing, with Control Technicians to build IT-savvy field talent.
• Foster a culture of safety, accountability, adaptability, and continuous learning as team members move between IT and field responsibilities.
• Conduct regular performance reviews and build development plans that support advancement in either IT or Controls career paths.

Process Improvement & Innovation

• Improve field support workflows and dispatching using modern collaboration, remote access, and automation tools.
• Partner with IT and Service teams to introduce tools and processes that enhance HVAC service and control technician productivity and experience.
• Track trends in service technology and create programs to keep Meriton’s internal talent pipeline competitive.
• Use data and feedback to refine the apprenticeship program and Field Solutions operating model.

Compliance, Safety & Risk Management

• Ensure rooftop, outdoor, and site work, including installations, complies with safety policies, codes, and regulations.
• Coordinate IT and field changes to minimize operational risk when introducing new hardware, software, or processes.
• Ensure field devices and infrastructure adhere to cybersecurity, network, and physical security requirements.