What are the responsibilities and job description for the Field Support Manager position at Scigon Solutions?
Field Support Manager
Salary: $86,250-$115,000
Position Summary
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.
Key Responsibilities
<>Team Leadership & People Management- 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.
Qualifications
<>Required- 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.
- ITIL Foundation certification.
- Experience supporting multiple sites or distributed operations.
- ServiceNow or equivalent ITSM platform experience.
Salary : $86,250 - $115,000