IT Field Operations Manager

About Wing

Wing offers drone delivery as a safe, fast, and sustainable solution for last mile logistics. Consumer appetites for on-demand services are increasing, but current delivery methods are inefficient, costly, and contribute to road accidents and air pollution. Wing’s fleet of highly automated delivery drones can transport small packages directly from businesses to homes on-demand, in minutes. We design, build, and operate our aircraft, and offer drone delivery services on two continents.

Our technology is designed to be easy to integrate into existing delivery and logistics networks, offering a scalable drone delivery solution for a broad range of businesses. Wing is a part of Google's parent company, Alphabet, and our mission is to create the preferred means of delivery for the planet. If you're ready to do the greatest work of your life, come join us.

Wing is looking for an experienced IT Field Operations Manager to join our IT Services team. This role is based remotely in the US.

In this role, you will be responsible for the delivery, management, and ongoing support of Wing's globally deployed edge IT infrastructure systems, which provide a critical foundation for our autonomous delivery service. As part of this role, you will be responsible for managing our critical Technical Operations (Tech Ops) support function and team. You will continue to shape and scale our edge IT systems and support functions by defining the core policies, processes, and standards as Wing rapidly scales our business.

A key part of this role is managing and strengthening the relationships with our workforce vendors, ensuring the Tech Ops teams continue to meet Wing's high standards for quality, performance, and ensure the overall stability of our operational technology.

The ideal candidate is a strongly self‑motivated builder who thrives in a complex and ambiguous startup‑like environment, while skillfully navigating the structure and practices of a larger organization. You will use your strong interpersonal and management skills to shape the present and future of Field IT Operations at Wing, continuing to evolve the Tech Ops function beyond its current operations focus into a comprehensive IT support organization that serves the entire company.

This is a key role with a direct impact on Wing's ability to achieve our ambitious goals for scaling up drone delivery.

• Manage the end‑to‑end service delivery of our globally deployed edge IT infrastructure systems and our Technical Operations (Tech Ops) support function, holding our workforce vendors accountable for meeting SLAs and exceeding quality standards.
• Develop and strengthen strategic relationships with IT support vendors, acting as the primary point of contact for contract management, performance reviews, and financial oversight.
• Own the budget for the IT Field Operations function, including forecasting, cost tracking, and optimizing expenditures to ensure cost predictability.
• Define and execute the strategic roadmap for IT Field Operations, establishing the core policies, procedures, and playbooks that enable a scalable, high‑quality global service.
• Lead cross‑functional projects to implement new IT Field Operations capabilities and services, managing execution from requirements gathering through to successful rollout and adoption.
• Partner with IT Engineering and Solutions teams to define requirements for our ITSM capabilities as well as other support tools, ensuring they meet the evolving needs of the team.
• Represent the IT Field Operations function in strategic planning discussions with business and technology leadership, ensuring our capabilities align with Wing’s long‑term goals.
• Serve as the primary escalation point for major operational incidents, driving resolution by coordinating between vendor partners and internal Wing teams.

• 8+ years of experience in IT operations, technical support, or a similar field, with at least 3 years in a management or leadership capacity in an IT support environment.
• BA/BS/MS degree in a related field, and/or relevant skills and equivalent practical experience.
• Demonstrated experience…