Information Technology Services Manager

firstPRO US; Springfield (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

firstPRO US in Springfield, MA is seeking an experienced IT Services Manager to oversee Field Services and Service Desk teams, delivering reliable, customer-focused IT support across the organization. This direct-hire role requires strong IT service management, desktop/endpoint support, and proven leadership of technical teams working with business stakeholders.

The role emphasizes incident and request management, SLA adherence, and continuous improvements to IT operations in a largely onsite

Qualifications

• Bachelor's degree or equivalent experience required.
• 5+ years IT support, service desk, or field services.
• 2+ years supervising IT support teams.
• Strong ITIL knowledge and service-minded approach.

Responsibilities

• Lead Service Desk and Field Services teams with coaching and technical leadership.
• Oversee daily IT support operations, incidents, requests, escalations per SLA.
• Manage onsite and remote desktops, laptops, mobile devices, printers, conference room tech.
• Coordinate field services: hardware deployments, moves/adds/changes, troubleshooting.
• Monitor service desk metrics: ticket volume, response/resolution times, SLA, CSAT, first-call resolution.

Skills

IT service management

ITIL

Service desk operations

Team leadership

Incident & requests

Education

Bachelor's degree

Job description

We are seeking an experienced IT Services Manager to oversee and lead both the Field Services and Service Desk teams, ensuring reliable, responsive, and customer-focused IT support across the organization. This role will be responsible for day-to-day service delivery, team leadership, incident and request management, and continuous improvement of IT support operations. This is a direct hire role and mostly onsite in Springfield, MA.

The ideal candidate will have a strong background in IT service management, desktop/endpoint support, service desk operations, and field support, along with proven experience managing technical teams and working directly with business stakeholders.

Key Responsibilities

• Lead and manage the Service Desk and Field Services teams, providing direction, coaching, performance management, and technical leadership.
• Oversee day-to-day IT support operations, ensuring incidents, service requests, and escalations are resolved within established SLAs.
• Manage onsite and remote support for desktops, laptops, mobile devices, printers, conference room technology, and other end-user equipment.
• Coordinate field services activities, including hardware deployments, installations, moves/adds/changes, troubleshooting, and site support.
• Establish and monitor service desk metrics, including ticket volume, response/resolution times, SLA performance, customer satisfaction, and first-call resolution.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
• 5+ years of experience in IT support, service desk, desktop support, or field services.
• 2+ years of experience managing or supervising IT support teams.
• Strong understanding of IT service management and ITIL principles.