Field IT Services Lead

Socket.dev; Town of Florida (NY); On-site; USD 80,000 - 120,000; Full time

Job summary

Socket.dev is seeking a Field Service Manager to lead a team of field technicians responsible for on-site IT installations, maintenance, and support. The FSM will recruit, coach, and deploy technicians, ensuring work aligns with SOWs and contractual requirements, while collaborating with project managers to meet deadlines.

The ideal candidate has hands-on field IT experience, strong communication, and the ability to manage multiple ongoing jobs with accountability for utilization and quality.

Qualifications

• Hands-on background in field IT services, structured cabling, or technical support.
• Understands field service workflow and the day-to-day reality of technician work.
• Clear communicator who connects well with technicians, customers, and leadership alike.
• Organized and reliable; comfortable managing multiple active jobs simultaneously.
• Available outside normal business hours to support escalations as needed

Responsibilities

• Recruit, interview, hire, and onboard field technicians.
• Manage daily workload assignment, scheduling, and technician dispatch.
• Coach technicians on performance, technical skills, and professionalism.
• Monitor team performance and accountability to utilization and quality targets.
• Ensure all work is completed in accordance with SOWs, quality standards, and contractual requirements.
• Serve as the escalation point for customer concerns and critical service events.
• Communicate clearly with technicians, customers, and internal teams.
• Partner closely with Project Managers to translate scope into clear direction for the field.
• Collaborate with other FSMs, leadership, and key stakeholders to keep the field team aligned with company goals.

Skills

Hands-on field IT services

Field service workflow understanding

Clear communication

Organized and reliable

After-hours escalation readiness

Education

Associate’s degree or equivalent hands-on experience

5+ years in field IT support or related

Leadership/mentoring experience (plus)

MS Office / Salesforce familiarity

Tools

Salesforce / Service Cloud

SharePoint

Five9

Microsoft Excel

PowerPoint

Job description

Socket.dev is seeking a Field Service Manager to lead a team of field technicians responsible for on-site IT installations, maintenance, and support. The FSM will recruit, coach, and deploy technicians, ensuring work aligns with SOWs and contractual requirements, while collaborating with project managers to meet deadlines.

The ideal candidate has hands-on field IT experience, strong communication, and the ability to manage multiple ongoing jobs with accountability for utilization and quality.