Senior Manager, IT Operations and Field Engineering

Job Purpose

The Senior Manager, Operations & Field Engineering is responsible for managing people, resources, processes, and daily execution across IT service operations and field engineering functions. This role ensures consistent, high-quality service delivery through ITIL‑aligned incident, problem, and change practices; drives SLA/KPI performance; and leads field smart‑hands and onsite support capabilities to minimize downtime, improve customer experience, and enable reliable site operations.

Kansas City, MO;
Chicago, IL;
Fort Worth, TX;
Albertville, AL;
LaGrange, IL.

• Leadership of IT service operations and field engineering delivery (service desk + onsite/field teams).
• Standardization of service management practices using ITSM/ITIL processes and operational governance.
• SLA/KPI ownership and continuous improvement using metrics, reporting, and root cause analysis.
• Vendor, asset, and lifecycle management for end‑user and site support services.
• Talent development and cross‑functional collaboration to strengthen coverage, capability, and customer outcomes.

• Lead day‑to‑day IT service operations across service desk, remote support, and onsite/field engineering teams to ensure consistent service quality and responsiveness.
• Own incident management execution, including triage, prioritization, escalation management, major incident coordination, and communications to restore service rapidly.
• Implement and enforce standard ITSM practices (incident, problem, change) to improve stability, reduce recurrence, and strengthen operational predictability.
• Monitor and manage SLA and KPI performance (e.g., response time, resolution time, backlog, reopen rate, customer satisfaction) producing operational dashboards and actionable insights.
• Balance workload across remote and onsite teams to meet SLAs, maintain coverage, and prevent burnout in high‑demand periods.
• Hire, onboard, train, mentor, and evaluate performance for service desk agents and field engineers; build role clarity, accountability, and career pathways.
• Address client frustrations and manage escalations professionally; ensure consistent service recovery, follow‑up, and stakeholder alignment.
• Oversee dispatch and scheduling for onsite/field support to ensure timely response, effective routing, and priority alignment with business impact.
• Manage vendor and asset processes including third‑party coordination, contract/SOW compliance, hardware lifecycle tracking, refresh execution, and operational cost controls.
• Ensure field teams execute onsite support and smart‑hands services, including break/fix, IMAC (install/move/add/change), conference room/AV support, and local troubleshooting.
• Maintain and improve knowledge articles, runbooks, and standard work to improve first‑contact resolution and reduce handoff friction.
• Promote a positive team culture and safe, professional conduct in high‑stress environments; coach staff through difficult incidents.

• Provides direct leadership to people leaders, setting clear expectations for operational performance, talent development, and accountability across service desk and field engineering management layers.
• Coaches and develops front‑line managers and senior supervisors, ensuring consistent application of ITSM practices, escalation handling, workforce planning, and performance‑management standards.
• Establishes management operating rhythms (staffing reviews, performance reviews, succession planning) to ensure leadership depth, continuity, and resilience across operations.
• Holds managers accountable for SLA delivery, employee engagement, and continuous improvement outcomes, intervening as needed to address performance gaps.
• Lead problem management and root‑cause elimination using trend analysis, post‑incident reviews, and corrective action plans; reduce chronic incidents and recurring failures.
• Drive process improvement and automation by optimizing ticket workflows, knowledge management, routing, and self‑service capabilities using ITSM platforms (e.g., Service Now, Jira) and automation tools.
• Establish service governance rhythms…