IT Field Support Operations Manager (225-725)

The IT Field Support Operations Manager is a key leadership role responsible for overseeing and managing the field support team to ensure efficient and effective delivery of IT services to end-users. This position requires a strategic thinker and problem solver who can provide technical guidance, leadership, and support to the field support team, ensuring they have the necessary resources to perform their roles effectively. The IT Field Support Operations Manager collaborates with other IT departments to align field support operations with overall IT strategies and goals. This role demands strong organizational, communication, and management skills, capable of working under pressure to resolve complex technical issues while maintaining high customer satisfaction levels.

Responsibilities

• Oversee the daily operations of the IT field support team ensuring timely resolution of issues.
• Develop and implement strategic plans to enhance field support service delivery efficiency.
• Collaborate with other IT departments to align support services with organizational goals.
• Monitor and analyze field support operational metrics to identify areas for improvement.
• Lead initiatives for process standardization and optimization across field support services.
• Ensure effective management and utilization of resources within budget constraints.
• Provide leadership and guidance to team members to enhance their professional development.
• Develop and maintain strong relationships with key stakeholders and departments in the organization.
• Ensure compliance with company policies, quality standards, and industry regulations.
• Coordinate with vendors and third-party service providers for technical support services.
• Prepare and present regular operational reports to senior management.
• Drive innovation in support operations through the adoption of new technologies and practices.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field required.
• At least five years of experience in IT support with two years in a managerial role.
• Strong knowledge and understanding of IT field support operations and best practices.
• Excellent leadership and management skills with the ability to motivate and develop a team.
• Exceptional problem-solving skills with a strategic and analytical approach to challenges.
• Strong communication skills with the capacity to present to executive leadership.
• Proven ability to manage resources efficiently and within budget constraints.
• Familiarity with ITIL framework and service management principles is a plus.