Field & IT Support Operations Lead

Ppl-Corporation; Allentown (Lehigh County); Hybrid; USD 120,000 - 150,000; Full time

Job summary

PPL Corporation is seeking a Manager, Field and IT Support Operations to lead field and desktop support across multiple operating entities, including a large workforce and MSP partners. The role emphasizes service quality, vendor management, and continuous improvement.

Located in a hybrid setup with positions across PA, KY, and RI, this role focuses on building a world-class IT Tech Bar, standardizing processes, and ensuring excellent colleague experience while driving efficiency and reliability.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, or a related field, or an equivalent combination of education and relevant experience.

Responsibilities

• Lead day-to-day field support and IT desktop support operations across all operating companies, ensuring reliable service delivery.
• Responsible for the full colleague technology equipment lifecycle, including asset management and refresh.
• Standardize services, processes, tools, and metrics across three operating companies while respecting local site requirements.
• Direct a 20-person MSP delivering Level 3 support, smart-hands services, and end-user support across 90+ sites.
• Lead workforce planning, training, coaching, and performance expectations for internal staff and MSP resources.
• Own vendor performance, including SLAs, backlog, escalation management, and customer satisfaction.
• Establish service catalogs, OLAs, RACI models, and escalation paths for clear accountability.
• Develop and maintain support playbooks, runbooks, SOPs, and knowledge articles.
• Act as senior escalation point for complex field and desktop issues with cross-functional teams.

Skills

Leadership

IT Operations

Vendor Management

End-User Support

ITIL Familiarity

Education

Bachelor’s degree in IT / CS or related field

Tools

ServiceNow

Job description

PPL Corporation is seeking a Manager, Field and IT Support Operations to lead field and desktop support across multiple operating entities, including a large workforce and MSP partners. The role emphasizes service quality, vendor management, and continuous improvement.

Located in a hybrid setup with positions across PA, KY, and RI, this role focuses on building a world-class IT Tech Bar, standardizing processes, and ensuring excellent colleague experience while driving efficiency and reliability.