IT Support Manager - Field Service

Position Summary Lead and manage a team of Field Service Technicians responsible for delivering high-quality, onsite and remote support for end-user computing environments. This role is accountable for team performance, service delivery standards, and operational excellence across Windows 11 endpoints, Dell device ecosystem, and workplace technologies. The IT Support Manager drives device lifecycle management, refresh initiatives, endpoint security (including scam/phishing prevention), and AV support, while developing a strategic roadmap for end-user services. This position serves as both a people leader and operational owner, ensuring consistent, secure, and customer-focused support. Essential Functions Team Leadership Field Operations Lead, coach, and develop a team of Field Service Technicians supporting end-user computing across multiple locations Manage day-to-day field operations, including ticket queues, dispatching, onsite support, and escalation handling Establish performance expectations, monitor KPIs/SLAs, and drive continuous improvement in service delivery Conduct regular team meetings, training, and performance evaluations Ensure technicians are equipped with tools, knowledge, and processes to support evolving technologies End-User Computing Device Management Oversee support and lifecycle management of Windows 11 endpoints, ensuring standardized configurations and compliance Manage Dell device ecosystem, including procurement standards, imaging, deployment, warranty support, and vendor coordination Lead device provisioning processes, ensuring secure, efficient onboarding of new and replacement equipment Drive device refresh programs, including planning, scheduling, asset tracking, and user communication Security Scam Prevention Implement and enforce endpoint security practices, including protection against phishing, scams, and malware Partner with security teams to ensure secure provisioning, patching, and endpoint compliance Promote user awareness and technician readiness to identify and respond to security threats Audio/Video (AV) Workplace Technology Support Oversee AV support services for conference rooms, hybrid meetings, and organizational events Ensure Field Services team can support and troubleshoot meeting room technology and collaboration tools Coordinate upgrades and maintenance of AV systems to meet business needs Strategy, Roadmap Continuous Improvement Develop and maintain a roadmap for end-user computing services, including Windows 11 adoption, device modernization, and AV enhancements Identify opportunities to improve user experience, technician efficiency, and service quality Recommend and implement new tools, technologies, and processes aligned with industry best practices Collaboration Service Integration Act as liaison between Field Services, Service Desk, Infrastructure, Security, and Application teams Support major incident response and cross-functional troubleshooting efforts Translate business needs into actionable support strategies and technical solutions Operational Administrative Responsibilities Develop and manage budgets related to device procurement, refresh cycles, and field operations Maintain documentation including standard operating procedures, knowledge base articles, and training materials Manage vendor relationships, especially Dell and AV service providers Participate in on-call support rotation as required