Field Manager Contingent

Ares Enterprise; Los Angeles (CA); Sur place; USD 120 000 - 150 000; Plein temps

Résumé du poste

Ares Enterprise, LLC is seeking a Field Manager to oversee on-site IT field services and customer support operations at Los Angeles area sites, including LAAFB and related facilities.

The role requires 8+ years in IT with leadership, active security clearance, and the ability to lead 24/7 coverage and VIP support. You will collaborate with the Program Manager and leadership to ensure top-tier service delivery and continuous operations.

Qualifications

• Minimum 8 years of relevant IT experience with leadership/management in field services.
• Active U.S. Government Security Clearance (Secret or higher) required.
• Experience supervising on-site IT field services and 24/7 support.

Responsabilités

• Oversee on-site IT field services and customer interactions.
• Manage staff schedules and 24/7 on-call rosters.
• Support VIPs and ensure critical incident SLAs are met.
• Monitor performance against SLOs in EITSM systems (e.g., ServiceNow).
• Coordinate with leadership, program management, and operations leads.

Connaissances

IT Field Services

Team Leadership

SLA Management

VIP Support

DoD environment

Stakeholder communication

ServiceNow

Formation

8+ years IT experience (leadership)

Active U.S. Government Security Clearance (Secret+)

Outils

ServiceNow

Description du poste

Description

We are seeking a highly experienced, proactive Field Manager to oversee on-site IT Field Services and customer support operations across the installation and affiliated sites. Working closely with the Program Manager and key leadership, the Field Manager manages daily field operations, technician staffing schedules, and on-call rosters, while ensuring top-tier service delivery and customer satisfaction.

Requirements

• Field Operations & Oversight: Direct on-site IT Field Services and customer interactions, ensuring high-quality, client-ready technical support.
• Team & Schedule Management: Manage staff schedules, maintain 24/7 on-call duty rosters, and ensure continuous, qualified coverage during core operating hours.
• Executive & VIP Support: Collaborate with leadership to maintain and support a designated list of Very Important Persons (VIPs), ensuring critical incident SLAs and response times are consistently met.
• Performance & Metrics Monitoring: Track performance against Service Level Objectives (SLOs) in the Enterprise IT Service Management (EITSM) system (e.g., ServiceNow) to proactively identify trends and resolve operational bottlenecks.
• Stakeholder Coordination: Attend recurring and ad-hoc government and leadership meetings; interface regularly with program management and operational leads.
• Strong working knowledge of IT Service Management tools (ServiceNow preferred).
• Proven track record leading IT support teams in a Department of Defense (DoD) or military base infrastructure environment.
• Excellent verbal and written communication skills for interfacing with senior executives, military leadership, and cross-functional engineering teams.
• Position requires full-time, on-site presence during core operating hours.
• Classified as Essential Personnel (must maintain continuity of operations during non-hazardous conditions, minimal manning events, or shutdowns).

Preferred Qualifications

• Strong working knowledge of IT Service Management tools (ServiceNow preferred).
• Proven track record leading IT support teams in a Department of Defense (DoD) or military base infrastructure environment.
• Excellent verbal and written communication skills for interfacing with senior executives, military leadership, and cross-functional engineering teams.
• Position requires full-time, on-site presence during core operating hours.
• Classified as Essential Personnel (must maintain continuity of operations during non-hazardous conditions, minimal manning events, or shutdowns).

Minimum Qualifications and Requirements

• Minimum of 8 years of relevant IT experience, including team lead or managerial oversight in IT field services, customer support, or enterprise desk operations.
• Active U.S. Government Security Clearance (Secret or higher required; Top Secret/SCI eligibility may be required based on assignment).

Location:

Primary place of performance is Los Angeles Air Force Base (LAAFB) in El Segundo, CA. Additional local sites include the Aerospace Campus (El Segundo, CA) and Fort MacArthur (San Pedro, CA). Travel or site support may occasionally extend to supported Geographically Separated Units (GSUs) within a 180-mile radius or out-of-state locations.

About Ares Enterprise

Ares Enterprise, LLC is a Woman-Owned Small Business delivering innovative information technology solutions and professional services to Federal Government customers. Our capabilities include enterprise IT operations, cybersecurity, cloud modernization, application development, IT service management, and mission-focused technology solutions.

We seek experienced professionals who combine technical expertise, leadership, accountability, and a commitment to delivering exceptional service to our government customers.

Ares Enterprise is an Equal Opportunity Employer. All qualified applicants receive consideration for employment in accordance with applicable employment laws.