Field Service Engineering Manager

About the Company:

At Teamlogic IT, we provide comprehensive IT Managed services along with premier customer support. We take the worry out of technology by providing the knowledge and skills to keep operations humming along. We don’t just fix things; we evaluate current and future needs and deliver the best solution for organizations' processes and objectives. We are the fastest growing and the largest Master Franchisee in the Team logic network of 200 locations. We manage 11 territories in the network.We are a 10-year-old, rapidly growing IT Managed Services Company, proudly recognized as one of the "Best Places to Work in PA” for the 3rd consecutive year! Our company is built on a strong, people-oriented culture, and we are expanding our team to match our dynamic growth

Our Motto is simple yet powerful:

MAKE FANS OUT OF OUR CLIENTS

MAKE FANS OUT OF OUR VENDORS

MAKE FANS OUT OF EACH OTHER

We pride ourselves on creating a family-oriented culture and creating a career path for every employee. We invest all our energy in making sure that you achieve your career goals. We are proud of our Glassdoor Review of 5.0 from employee testimonials.

Check it out yourself

https://www.glassdoor.com/Reviews/TeamLogic-IT-Newtown-ReviewsEI_IE222125.0,12_IL.13,20_IC1152654.htm

Company Website: https://www.teamlogicit.com/ and https://www.manageditservices.com/

Location: Fayetteville or greater Raleigh area, NC

Department: Operations / Engineering Field Services

Reports To: Chief Operating Officer

Employment Type: Full-time

Overview

The Manager of Field Services Engineering leads the technical delivery of engineering and field service operations for all clients within the assigned region. This role oversees the Technical Account Managers, Field Engineers, and on-site technical teams within their region to ensure world-class service delivery, successful project execution, and strong client relationships.

This position requires a hands-on leader with prior technical expertise in IT systems, infrastructure, and managed services. The Manager serves as the primary Operations leader for the region, collaborating cross-functionally with Client Success, Solution Sales, and centralized Operations teams—including Remote Services, Network Operations Center (NOC), and Security Operations—to ensure client alignment and delivery excellence.

Key Responsibilities

· Leadership and Team Management

· Hire, Lead, coach, and develop regional Field Services Engineering team members to achieve high performance and accountability.

· Manage staff scheduling and resource allocation to ensure optimal coverage and service consistency.

· Drive employee engagement, professional growth, and technical training initiatives.

· Service Delivery and Operational Oversight

· Ensure technical service delivery, client onboarding, and project work meet quality, efficiency, and documentation standards.

· Act as the operational owner for all client delivery outcomes within the assigned territory.

· Oversee project planning, resource coordination, and execution across the regional client base.

· Client Relationship Management

· Build and maintain trusted relationships with client stakeholders, serving as the senior operational point of contact.

· Partner closely with Client Success Managers to align operational delivery with client goals and expectations.

· Collaborate with Solution Sales teams to identify new opportunities, technical initiatives, and project expansions.

· Manage opportunities that require engineering plans to ensure fast and accurate delivery to drive the sales process.

· Cross-Functional Operations Collaboration

· Work directly with the Remote Services, NOC, Tools, and Security Operations teams to ensure seamless service integration and rapid escalation resolution.

· Participate in operations leadership meetings to drive process alignment, efficiency improvements, and service consistency.

· Serve as a regional advocate for continuous improvement, representing field needs in company-wide initiatives.

· Continuous Improvement and Quality Assurance

· Perform reporting and analytics for tickets and projects within region to ensure SLA, SLO, and KPI objectives are met for our clients.

· Identify and implement process improvements, automation, and documentation enhancements.

· Monitor regional performance metrics, including CSAT, SLA attainment, project profitability, and technician utilization.

· Support operational excellence by enforcing adherence to company standards and best practices.

Position Requirements

· Education:

· A bachelor’s degree in information technology, Computer Science, or related field preferred; 5 or more years of equivalent professional experience considered.

· Experience:

· Minimum 8 years in IT service delivery or engineering roles, with 3–5 years of management experience in a Managed Service Provider (MSP) or equivalent technical environment leading engineers who perform field work.

· Demonstrated success leading distributed technical teams and managing MSP service delivery operations.

· Technical Skills:

· Strong knowledge of Microsoft 365, Azure, networking, virtualization (VMware/Hyper-V), security, and backup/DR technologies.

· Familiarity with PSA, RMM, and documentation tools such as Autotask, NinjaOne, and IT Glue.

· Additional Skills:

· Excellent leadership, communication, and organizational skills.

· Strong business acumen and ability to connect technical initiatives with business outcomes.

· Proven ability to build relationships and lead through collaboration.

Preferred Qualifications

· Relevant industry certifications such as CompTIA, Microsoft, Cisco, or ITIL.

· Prior experience managing multi-site or regional technical operations in an MSP environment.

Physical Requirements

· Ability to travel regionally as needed for client visits, team meetings, and project oversight.

· Ability to lift and transport light to moderate IT equipment (up to 25 pounds) occasionally.

Work Environment

This is a hybrid leadership position requiring both remote coordination and periodic on-site client engagement. The role may require travel on short notice to meet client needs, attend operational meetings, or address regional escalations.

TeamLogic IT is committed to creating a diverse environment and is proud to be an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, age, sex, disability, genetic information, veteran status, sexual orientation, gender identity, or any other status protected under applicable federal, state, or local laws. We encourage all qualified candidates to apply and join our inclusive and innovative team.

Job Type: Full-time

Pay: $120,146.69 - $130,105.69 per year

Application Question(s):

• How many years of experience do you have in MSP?

Ability to Commute:

• Wilmington, NC 28405 (Preferred)

Work Location: In person

Salary : $120,147 - $130,106