IT Field Support Operations Manager (225-824)

The IT Field Support Operations Manager is a pivotal role within our organization, responsible for managing and overseeing all field support activities across multiple sites. This position requires a strategic thinker who can streamline operations, enhance service delivery, and ensure the highest levels of customer satisfaction. As an IT Field Support Operations Manager, you will play a key role in designing support processes that are both effective and efficient, while managing a team of technical support staff. You will also collaborate with other departments to ensure alignment of IT services with overall business objectives. This role demands an individual who is highly organized, capable of multitasking, and has excellent communication skills to manage both team members and client expectations effectively.

Responsibilities

• Oversee daily operations of the IT field support team to ensure service level agreements are met.
• Develop and implement strategies to streamline IT support processes and increase efficiency.
• Serve as the primary point of contact for escalated client issues, ensuring timely resolution.
• Coordinate with cross-functional teams to align IT support activities with broader organizational goals.
• Monitor performance metrics and generate regular reports to assess the effectiveness of the IT support unit.
• Facilitate training and development programs to enhance the skills of IT support staff.
• Develop and manage the IT support budget, ensuring resource allocation aligns with operational needs.
• Implement and enforce IT policies and procedures to maintain operational stability and security.
• Lead the investigation of IT support incidents, formulating actionable strategies for prevention.
• Evaluate new technologies and tools to enhance IT support operations and improve service delivery.
• Conduct regular team meetings to foster communication and address operational issues.
• Ensure compliance with industry regulations and best practices in all IT operations.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• Minimum of five years of experience in IT support or management roles.
• Proven track record of managing and leading technical support teams effectively.
• Strong understanding of IT support processes and methodologies, including ITIL frameworks.
• Exceptional problem-solving skills with a focus on customer service and satisfaction.
• Excellent communication and interpersonal skills to interact with team members and clients.
• Ability to manage multiple projects concurrently and prioritize operational demands efficiently.
• Experience with budget management and resource allocation in an IT context.