Field & IT Support Operations Lead (Hybrid)

PPL Corporation; Johnston (RI); Hybrid; USD 120,000 - 170,000; Full time

Job summary

PPL Corporation in the United States is seeking a Manager of Field and IT Support Operations. You will lead the day-to-day field and desktop support across multiple operating entities, managing ~11,000 endpoints and a 20-person MSP.

You will standardize services, enforce SLAs, and drive improvements across three states. The role demands strong leadership, ITSM expertise, and a proven ability to optimize end-user support models.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 5+ years of progressive IT leadership in field services or workplace tech.
• Strong IT service management, SLA metrics, and vendor coordination.
• Experience with walk-up support models and end-user services.
• Experience managing budgets, contracts, and supplier performance.

Responsibilities

• Lead day-to-day field support and IT desktop support across operating units.
• Oversee 11,000+ workstation endpoints and 20-person MSP team.
• Standardize services, processes, and performance metrics across sites.
• Own vendor performance, SLAs, escalation, and rollout of improvements.
• Define service catalog, OLAs, RACI, and governance across teams.
• Drive IT Tech Bar/walk-up service model and knowledge assets.
• Be the senior escalation point for complex field/desktop issues.
• Partner with leaders to align service needs with business goals.
• Manage budgets, contracts, and supplier relationships.

Skills

Leadership

IT Service Management

Vendor Management

Endpoint Support

Budgeting

SLA Management

Walk-up Support

Project Management

Education

Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, or a related field

Tools

ServiceNow

Job description

PPL Corporation in the United States is seeking a Manager of Field and IT Support Operations. You will lead the day-to-day field and desktop support across multiple operating entities, managing ~11,000 endpoints and a 20-person MSP.

You will standardize services, enforce SLAs, and drive improvements across three states. The role demands strong leadership, ITSM expertise, and a proven ability to optimize end-user support models.