IT Field Support Operations Manager (225-1008)

As an IT Field Support Operations Manager, you will lead a dynamic team tasked with delivering high-quality technical support services to clients in various locations. Your role is pivotal in ensuring the seamless operation of field support activities, coordinating between teams, and liaising with stakeholders to identify and implement strategies that enhance service delivery. With a focus on operational excellence and continuous improvement, you will manage resources, oversee project timelines, and ensure compliance with service level agreements. A successful candidate in this role will bring strong leadership skills, technical expertise, and client-focused strategies to foster a productive and efficient technical support environment.

Responsibilities

• Develop and implement strategies for efficient field support operations and service delivery.
• Coordinate with cross-functional teams to ensure seamless execution of IT support services.
• Monitor and evaluate the performance of field support staff to maintain high service standards.
• Liaise with clients to understand their technical needs and develop tailored support solutions.
• Ensure compliance with all relevant service level agreements and organizational guidelines.
• Manage the allocation of resources, including manpower and technical tools, for support tasks.
• Oversee the scheduling and deployment of field support personnel to client sites.
• Identify areas for process improvement and implement solutions to enhance support services.
• Prepare regular reports on operational metrics, client feedback, and team performance.
• Conduct regular training and development sessions to upskill field support staff.
• Resolve escalated technical issues by coordinating with technical specialists and engineering teams.
• Maintain up-to-date knowledge of industry trends and emerging technologies.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field is required.
• Minimum of five years of experience in IT field support or operations management.
• Proven leadership skills with experience in managing technical support teams effectively.
• Strong understanding of ITIL processes and principles for service management.
• Excellent communication skills to liaise effectively with clients and team members.
• Ability to analyze complex technical problems and develop practical solutions quickly.
• Proficiency with common IT support tools and remote management software applications.