Field Support Manager

The Field Support Manager is responsible for leading a team of Level 2 Field Support Technicians who provide onsite and remote support across corporate locations. This role ensures the delivery of high-quality end-user support services, drives operational excellence, manages escalations, and develops technical support personnel to meet business and customer needs.

• Lead, coach, mentor, and develop L2 Field Support technicians.
• Conduct performance management activities including goal setting, evaluations, and development planning.
• Foster a customer-focused, high-performance team culture.
• Manage staffing, scheduling, and workforce planning to ensure adequate coverage.

• Oversee day-to-day field support operations across assigned locations.
• Ensure timely resolution of hardware, software, networking, and endpoint issues.
• Monitor ticket queues and support metrics to ensure service commitments are achieved.
• Drive continuous improvement initiatives to enhance support effectiveness and end-user satisfaction.
• Act as the primary escalation point for critical incidents and unresolved support issues.
• Coordinate with Service Desk, Infrastructure, Applications, and third-party vendors to drive issue resolution.
• Facilitate communication during major incidents and service disruptions.

• Manage technician assignments and site coverage models.
• Forecast resource requirements based on business growth and demand.
• Support budgeting and asset planning activities.

• Build relationships with site leadership and business stakeholders.
• Ensure support services align with organizational priorities.
• Provide regular operational reporting and service updates.

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
• 5+ years of IT support experience.
• 2+ years of people leadership experience.
• Experience managing field services, desktop support, or end-user computing teams.
• Strong incident and escalation management experience.
• Excellent communication and stakeholder management skills.

• Experience supporting multiple sites or distributed operations.
• Service Now or equivalent ITSM platform experience.