Field IT Operations Lead — Hands-On, Multi-Site

Turtle Trax S.A.; Pennsylvania; Presencial; USD 90.000 - 115.000; Jornada completa

Descripción de la vacante

Turtle Trax S.A. is seeking an IT Field Operations Supervisor to lead a regional team of onsite technicians delivering plant and enterprise IT support. You will own day-to-day field service, including scheduling, dispatching, coaching, and maintaining SLA performance.

This player-coach role covers PTO/leave, backfills, and coverage across plant and warehouse sites. You will manage escalations, vendor relationships, and drive continuous improvement of field operations.

Formación

• Bachelor's degree in IT/CS or related field or equivalent experience.
• 5+ years hands-on IT infrastructure or field services experience (workstations, Windows Server, Linux basics, hardware break‑fix, endpoint management, printers, networking).
• 2+ years supervising technical teams: assigning work, quality checks, scheduling, coaching.
• Experience running multi-site or field support with SLA and ticket metrics.
• Working knowledge of ITSM tools, CMDB and asset management, and infrastructure monitoring.
• Experience coordinating vendors and OEMs, planning maintenance windows and after-hours changes.
• Strong communication, customer service, and stakeholder management, including with non-technical plant leaders.
• Proficiency with reporting/data tools (Excel or BI) to track team performance.
• Willingness to travel regularly to plant/site locations and cover shifts onsite during leave and outages.

Responsabilidades

• Lead, dispatch, and manage a team of field technicians across plant and regional sites.
• Hire, onboard, train, and coach technicians; conduct regular performance reviews with HR.
• Cover technician sites during PTO, sick time, holidays, and leaves of absence; backfill vacancies.
• Own SLA and ticket performance: response times, resolution, backlog, first-time fix rate, customer satisfaction.
• Plan and staff maintenance windows, outages, and site audits; oversee asset lifecycle work.
• Define/implement field operating procedures and safety practices; track metrics for corrective actions.
• Manage parts, spares, tools, and procurement; support budget/resource planning.
• Act as primary escalation point and maintain relationships with plant leaders and vendors.
• Coordinate with OEMs/vendors on repairs, warranty work, and installations.

Conocimientos

Team leadership

SLA management

Field service

IT infrastructure

Vendor management

Communication

Data analysis

Travel willingness

Problem solving

Educación

Bachelor's degree in IT/CS or related field

Herramientas

ITSM tools

CMDB

Asset management

Monitoring tools

Descripción del empleo

Turtle Trax S.A. is seeking an IT Field Operations Supervisor to lead a regional team of onsite technicians delivering plant and enterprise IT support. You will own day-to-day field service, including scheduling, dispatching, coaching, and maintaining SLA performance.

This player-coach role covers PTO/leave, backfills, and coverage across plant and warehouse sites. You will manage escalations, vendor relationships, and drive continuous improvement of field operations.