Field Support Manager

SCIGON; Oak Brook (IL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

SCIGON is seeking a Field Support Manager to lead a team of Level 2 Field Support Technicians, delivering onsite and remote support across corporate locations. You will drive service quality, manage escalations, and develop staff to meet business needs.

You will oversee daily field support operations, ensure timely issue resolution across hardware, software, and networking, and collaborate with cross-functional teams to improve service levels and stakeholder satisfaction.

Qualifications

• Bachelor's degree or equivalent experience required.
• 5+ years of IT support experience.
• 2+ years of people leadership experience.
• Experience managing field services, desktop support, or end-user computing teams.
• Strong incident and escalation management experience.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead, coach, mentor, and develop L2 Field Support technicians.
• Conduct performance management activities including goal setting, evaluations, and development planning.
• Foster a customer-focused, high-performance team culture.
• Manage staffing, scheduling, and workforce planning to ensure adequate coverage.
• Oversee day-to-day field support operations across assigned locations.
• Ensure timely resolution of hardware, software, networking, and endpoint issues.
• Monitor ticket queues and support metrics to ensure service commitments are achieved.
• Drive continuous improvement initiatives to enhance support effectiveness and end-user satisfaction.
• Act as the primary escalation point for critical incidents and unresolved support issues.
• Coordinate with Service Desk, Infrastructure, Applications, and third-party vendors to drive issue resolution.
• Facilitate communication during major incidents and service disruptions.
• Manage technician assignments and site coverage models.
• Forecast resource requirements based on business growth and demand.
• Support budgeting and asset planning activities.
• Build relationships with site leadership and business stakeholders.
• Ensure support services align with organizational priorities.
• Provide regular operational reporting and service updates.

Skills

People leadership

Communication

Stakeholder management

Incident & escalation management

IT support / end-user computing

Team development

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

ITSM platforms

Job description

The Field Support Manager is responsible for leading a team of Level 2 Field Support Technicians who provide onsite and remote support across corporate locations. This role ensures the delivery of high-quality end-user support services, drives operational excellence, manages escalations, and develops technical support personnel to meet business and customer needs.

Key Responsibilities

• Lead, coach, mentor, and develop L2 Field Support technicians.
• Conduct performance management activities including goal setting, evaluations, and development planning.
• Foster a customer-focused, high-performance team culture.
• Manage staffing, scheduling, and workforce planning to ensure adequate coverage.

Support Operations

• Oversee day-to-day field support operations across assigned locations.
• Ensure timely resolution of hardware, software, networking, and endpoint issues.
• Monitor ticket queues and support metrics to ensure service commitments are achieved.
• Drive continuous improvement initiatives to enhance support effectiveness and end-user satisfaction.
• Act as the primary escalation point for critical incidents and unresolved support issues.
• Coordinate with Service Desk, Infrastructure, Applications, and third-party vendors to drive issue resolution.
• Facilitate communication during major incidents and service disruptions.

Resource Planning

• Manage technician assignments and site coverage models.
• Forecast resource requirements based on business growth and demand.
• Support budgeting and asset planning activities.

Stakeholder Management

• Build relationships with site leadership and business stakeholders.
• Ensure support services align with organizational priorities.
• Provide regular operational reporting and service updates.

Qualifications

Required

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
• 5+ years of IT support experience.
• 2+ years of people leadership experience.
• Experience managing field services, desktop support, or end-user computing teams.
• Strong incident and escalation management experience.
• Excellent communication and stakeholder management skills.

Preferred

• Experience supporting multiple sites or distributed operations.
• ServiceNow or equivalent ITSM platform experience.