IT Services Field Supervisor

• Provide efficient, timely, and well-documented technical support across a variety of service requests and support tickets
• Serve as a primary escalation point for complex Field Service issues
• Build strong relationships with clients, vendors, and internal stakeholders to deliver exceptional customer service
• Mentor, coach, and support team members through advanced troubleshooting and technical escalations
• Coordinate desktop deployments, planning, scheduling, and implementation activities
• Ensure all service tickets and tasks are properly documented and meet established service-level agreements (SLAs)
• Review and maintain accurate time entries for both personal and team-assigned work
• Drive accountability and effective utilization of the ticketing system
• Lead daily team operations and coordinate field service activities
• Foster a culture of customer service excellence, continuous improvement, and professional growth
• Set performance expectations, evaluate results, and address performance concerns when necessary
• Identify opportunities to improve processes, workflows, and operational efficiency
• Ensure the Managed IT Field Services team consistently meets or exceeds organizational goals
• Perform additional duties as assigned.

• Proven experience in IT support, network administration, managed services, or a related technical field
• Previous leadership, supervisory, or team coordination experience preferred
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical audiences
• Experience managing technical projects and coordinating work across multiple team members
• Familiarity with IT infrastructure, ticketing systems, remote support tools, and CRM platforms
• Proficiency with Microsoft Office Suite.

Demonstrates expertise in IT support and network administration, with a strong focus on troubleshooting, customer service excellence, and team leadership. Proven ability to manage technical projects and improve operational efficiency while fostering professional growth within the team.

• IT Support Experience
• Network Administration
• Troubleshooting Skills
• Technical Project Management
• Team Leadership

• Troubleshooting
• Analytical Skills
• Problem-Solving
• Technical Support
• Managed Services

• Communication Skills
• Mentoring
• Coaching
• Relationship Building
• Customer Service

• Field Service
• Service-Level Agreements
• Operational Efficiency
• Continuous Improvement
• Technical Escalations

• Ticketing Systems
• Remote Support Tools
• CRM Platforms
• Microsoft Office Suite