IT Field Services Manager

Responsibilities but not limited to:

1. Leadership & Operations Management
   • Lead and supervise the IT Field Services team, providing guidance, performance management, and professional development.
   • Oversee day-to-day IT field operations across retail stores, warehouses, and corporate offices.
   • Establish and monitor KPIs, SLAs, and service quality metrics to maintain operational excellence.
   • Identify recurring issues and implement process or policy improvements for long-term efficiency.
   • Manage hardware lifecycle, procurement, and vendor relationships to ensure timely and cost-effective support.
2. Strategic Planning & Coordination
   • Align field IT operations with company-wide technology strategies and goals.
   • Plan and execute deployment of new technologies, upgrades, and system rollouts in collaboration with Infrastructure, Service Management, and Product Development teams.
   • Assess technology needs and recommend solutions to support business expansion and innovation.
3. Customer Service & Stakeholder Management
   • Serve as the escalation point for high-priority or complex technical issues across field locations.
   • Build and maintain strong relationships with regional and store leaders to ensure IT services meet business needs.
   • Promote proactive communication and foster a customer-focused service culture within the IT Field Services team.
4. Training & Development
   • Oversee training and onboarding programs for new technology users and field technicians.
   • Mentor and coach team members to enhance both technical proficiency and customer service effectiveness.
   • Encourage continuous improvement through knowledge sharing and skill development.
5. Budget & Resource Management
   • Manage departmental budgets, procurement, and cost control for field IT operations.
   • Forecast staffing and resource needs to support upcoming initiatives and business growth.

Qualifications / Skills:

1. Experience
   • Minimum 5 years of experience in IT Field Services or IT Operations, including at least 2 years in a supervisory or managerial role.
   • Proven experience managing multi-site environments such as retail stores, warehouses, and corporate offices.
   • Strong ability to drive KPI improvement and lead teams toward measurable service excellence.
   • Experience managing vendors, IT assets, and technology projects.
   • Balance of hands-on technical expertise and strategic leadership. 
2. Education & Certifications
   • Bachelor’s Degree in Computer Science, Information Technology, or a related field.
   • Recognized certifications such as ITIL, CompTIA Network , CCNA, or equivalent preferred.
   • Project Management certifications (e.g., PMP, CompTIA Project ) are a plus.
3. Soft Skills
   • Exceptional communication, interpersonal, and conflict resolution skills.
   • Strong analytical and decision-making abilities.
   • Customer-focused mindset with a proactive and solution-oriented approach.
   • Willingness to travel to field locations as required.

Benefits: 

• Health, Dental & Vision insurance / EAP (Employee Assistance Program) per company policy
• 401 (k) Retirement Plan with up to 5% match per company policy
• Life Insurance and AD&D (Accidental death & Dismemberment) per company policy
• BTA Insurance (Business Travel Accident Coverage)
• Company provided lunch
• Paid-time off (PTO) and Paid Holidays per company policy
• Celebration & Condolence Benefits per company policy
• Employee Discount Program (5%)
• Holiday Gift certificates per company policy
• FSA (Flexible Spending Account) per company policy
• DCFSA (Dependent Child Care Spending Account) per company policy

Work Hours: 

• MON-FRI, 8:00am to 5:00pm

Salary 

• $72,000–$85,000 annually

Salary : $72,000 - $85,000