Manager - Field and IT Support Operations

Lead and run enterprise field and IT support operations across multiple locations, including Level 3 delivery and an end-user Tech Bar experience.

Responsibilities

• Own day-to-day delivery of field support and IT desktop support across all operating companies with consistent, reliable, colleague-centered service.
• Manage the colleague technology equipment lifecycle end-to-end, including compliance, refresh, asset management, and colleague experience sentiment across the domain.
• Standardize services, processes, tools, performance measures, and colleague experiences across all operating companies while incorporating local site and business needs.
• Direct a 20-person MSP providing Level 3 support, IT smart-hands services, and end-user support across 90+ sites in four U.S. states.
• Drive workforce planning and execution for internal staff and service-provider resources, including role clarity, training, coaching, and performance expectations.
• Own operational performance for vendors, covering SLA adherence, backlog health, ticket aging, resolution quality, staffing, productivity, escalation management, customer satisfaction, and corrective action plans.
• Define service expectations and operating governance, including scorecards and executive reporting that connect operational metrics to business impact, risks, and actions.
• Set service catalogs, operating-level agreements, RACI models, support boundaries, and escalation paths to clarify accountability across internal teams and suppliers.
• Maintain and continuously improve support playbooks, runbooks, SOP, knowledge articles, escalation paths, and major-incident recovery practices.
• Serve as senior escalation for complex or high-impact field and desktop support issues, coordinating across Infrastructure, Network, Cybersecurity, application teams, business leaders, and service partners.
• Partner with operating company leaders and colleagues to understand service needs, address recurring pain points, and improve the overall technology experience.
• Evaluate, design, and stand up a world-class IT Tech Bar and walk-up service for fast, convenient, high-quality colleague support.
• Define the Tech Bar operating model, including site criteria, service catalog, staffing, hours, workflows, technology, space requirements, appointment and queue processes, measurement approach, and rollout roadmap.
• Use colleague feedback, customer satisfaction signals, trends, and root-cause analysis to reduce repeat incidents, improve first-contact resolution, and remove friction in the support experience.
• Coordinate with the Asset Lifecycle Leader to ensure reliable logistics and execution across warehouse operations, inventory controls, laptop ordering, configuration, fulfillment, recovery, refresh, repair, and disposal.
• Champion accurate asset, service, and support data in enterprise systems to improve forecasting, audit readiness, lifecycle planning, and operational decision-making.
• Manage operational readiness for technology deployments, hardware refreshes, site changes, M&A, and other enterprise initiatives; ensure site readiness and resilient support coverage for corporate and field locations, including after-hours and major-incident response where required.
• Develop and test business continuity, surge support, disaster recovery, and critical-site support procedures.
• Ensure compliance with technology standards, security requirements, audit controls, safety expectations, and applicable regulatory obligations.
• Identify automation and self-service opportunities, including remote support, analytics, and AI-enabled capabilities, to improve speed, quality, consistency, and cost effectiveness.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, or a related field (or an equivalent combination of education and relevant experience).
• 5+ years of progressive IT experience, including leadership responsibility for enterprise field services, desktop support, service desk, endpoint operations, or workplace technology support.
• Proven success leading geographically dispersed teams and large managed service providers in a multi-site, multi-state environment.
• Experience managing enterprise support operations for a large endpoint estate and diverse colleague populations.
• Strong command of IT service management practices, including SLAs, operational metrics, backlog management, incident and problem management, knowledge management, and service improvement.
• Experience establishing or transforming walk-up support, Tech Bar, field services, or comparable high-touch service models.
• Experience with endpoint lifecycle operations, warehouse and inventory processes, device ordering and fulfillment, and cross-functional vendor coordination.
• Proven ability to manage budgets, contracts, statements of work, and supplier performance.
• Excellent leadership, communication, stakeholder management, analytical, and decision-making skills.

Technologies

• ServiceNow
• ITIL

Hybrid Work Details

• Hybrid role requiring 3 days per week in office at one of: Louisville, KY; Allentown, PA; or Johnston, RI.

Overview

• Leads and delivers field support, desktop support, and on-site technology services across company operating entities.
• Oversees support for approximately 11,000 workstation endpoints.
• Manages employees and MSP personnel delivering Level 3 support, smart-hands services, and end-user support across sites in three U.S. states (PA, KY, RI).
• Accountable for service performance, colleague experience, operational consistency, vendor management, and continuous improvement.
• Evaluates, designs, and establishes a world-class IT Tech Bar and walk-up support model.

Preferred Qualifications

• Experience in the utilities industry, another highly regulated environment, or an organization with distributed field operations and critical infrastructure.
• ITIL certification or demonstrated experience applying ITIL practices in a complex service environment.
• Experience with ServiceNow or comparable IT service management, including asset management, CMDB, workflow, and reporting platforms.
• Experience leading service transformation, operating-model redesign, supplier transitions, technology deployments, or endpoint modernization programs.
• Working knowledge of modern endpoint management, identity and access, networking, infrastructure, cybersecurity, remote support, and collaboration technologies.