IT Field Operations Supervisor

Turtle Trax S.A.; Pennsylvania; On-site; USD 90,000 - 115,000; Full time

Job summary

Turtle Trax S.A. is seeking an IT Field Operations Supervisor to lead a regional team of onsite technicians delivering plant and enterprise IT support. You will own day-to-day field service, including scheduling, dispatching, coaching, and maintaining SLA performance.

This player-coach role covers PTO/leave, backfills, and coverage across plant and warehouse sites. You will manage escalations, vendor relationships, and drive continuous improvement of field operations.

Qualifications

• Bachelor's degree in IT/CS or related field or equivalent experience.
• 5+ years hands-on IT infrastructure or field services experience (workstations, Windows Server, Linux basics, hardware break‑fix, endpoint management, printers, networking).
• 2+ years supervising technical teams: assigning work, quality checks, scheduling, coaching.
• Experience running multi-site or field support with SLA and ticket metrics.
• Working knowledge of ITSM tools, CMDB and asset management, and infrastructure monitoring.
• Experience coordinating vendors and OEMs, planning maintenance windows and after-hours changes.
• Strong communication, customer service, and stakeholder management, including with non-technical plant leaders.
• Proficiency with reporting/data tools (Excel or BI) to track team performance.
• Willingness to travel regularly to plant/site locations and cover shifts onsite during leave and outages.

Responsibilities

• Lead, dispatch, and manage a team of field technicians across plant and regional sites.
• Hire, onboard, train, and coach technicians; conduct regular performance reviews with HR.
• Cover technician sites during PTO, sick time, holidays, and leaves of absence; backfill vacancies.
• Own SLA and ticket performance: response times, resolution, backlog, first-time fix rate, customer satisfaction.
• Plan and staff maintenance windows, outages, and site audits; oversee asset lifecycle work.
• Define/implement field operating procedures and safety practices; track metrics for corrective actions.
• Manage parts, spares, tools, and procurement; support budget/resource planning.
• Act as primary escalation point and maintain relationships with plant leaders and vendors.
• Coordinate with OEMs/vendors on repairs, warranty work, and installations.

Skills

Team leadership

SLA management

Field service

IT infrastructure

Vendor management

Communication

Data analysis

Travel willingness

Problem solving

Education

Bachelor's degree in IT/CS or related field

Tools

ITSM tools

CMDB

Asset management

Monitoring tools

Job description

Position summary

We are hiring an IT Field Operations Supervisor to lead a team of onsite field technicians supporting plant and enterprise IT across a regional group of sites. You will own day‑to‑day field service delivery: scheduling and dispatching the team, coaching technicians, holding the line on SLAs, and serving as the escalation point for plant leaders and vendors.

This is a new, player‑coach role. You will lead the team and work alongside it, carrying your own share of tickets and projects as needed. When technicians are on PTO, sick time, or extended leave, you step in to cover their sites directly. It suits a hands‑on technical leader who still enjoys the break‑fix bench and wants to build a high‑performing field team in manufacturing and warehouse environments.

Key responsibilities

Team leadership

• Supervise, schedule, and dispatch a team of field technicians across assigned plant and regional sites, balancing workload, travel, and coverage.
• Hire, onboard, train, and coach technicians; run regular one‑on‑ones and performance evaluations with HR.
• Build skills on the team through cross‑training, certifications, and documented runbooks.
• Lead by example on complex escalations and critical outages, working the issue onsite with the technician.

Player‑coach coverage

• Personally cover technician sites during PTO, sick time, holidays, and leaves of absence (including extended leave such as FMLA or parental leave).
• Backfill open positions during vacancies until new hires are onboarded.
• Maintain a coverage calendar and backup plan for every site, so time off never leaves a plant without support.
• Stay current on site‑specific technology at each location so you can step in without a ramp‑up period.

Field service delivery

• Own SLA and ticket performance for the team: response and resolution times, backlog, first‑time fix rate, and customer satisfaction.
• Plan and staff maintenance windows, power outages, downtime events, infrastructure projects, and site audits.
• Oversee asset lifecycle work: deployments, relocations, refreshes, decommissioning, and disposal, with accurate CMDB and inventory records.
• Ensure site playbooks, key contacts, diagrams, and operational dependencies are kept current.

Operations and continuous improvement

• Define, implement, and refine field operating procedures, quality checks, and safety practices.
• Track and report team metrics; use the data to spot recurring issues, infrastructure risks, and technology debt, and drive corrective actions.
• Manage parts, spares, tools, and procurement requests; support budget and resource planning.

Client and vendor management

• Act as the primary escalation point and relationship owner for plant and site leadership.
• Communicate technical status, risks, and plans clearly to business and technical stakeholders.
• Coordinate with OEMs, vendors, and third‑party providers on repairs, warranty work, and installations.
• Other duties as assigned.

Tools and technology

Your team supports the technology below. You should be able to troubleshoot it yourself, guide technicians through it, and judge when to escape.

Required qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
• 5+ years of hands‑on IT infrastructure or field services experience, covering workstations, Windows Server, basic Linux, hardware break‑fix, endpoint management, printers, and network troubleshooting.
• 2+ years supervising or leading technical teams: assigning work, checking quality, managing schedules, and coaching performance.
• Experience running multi‑site or field‑based support with SLA and ticket metrics.
• Working knowledge of ITSM tools, CMDB and asset management, and infrastructure monitoring.
• Experience coordinating vendors and OEMs, and planning maintenance windows or after‑hours changes.
• Strong communication, customer service, and stakeholder management skills, including with non‑technical plant leaders.
• Proficiency with reporting and data analysis tools (for example Excel or a BI tool) to track team performance.
• Willingness to travel regularly to plant and site locations, to cover technician shifts onsite during time off and leave, and to support off‑hours work during outages and maintenance windows.

Desired experience

• Supporting IT in manufacturing plants, including production‑floor systems, plant operations, and downtime‑sensitive environments.
• Supporting IT in warehouse and distribution centers, including RFID, barcode scanners, handhelds, label printers, and warehouse management system (WMS) endpoints.
• Familiarity with industrial technologies and process or control systems (OT), and the boundary between IT and OT support.
• Working with IoT devices, sensors, kiosks, and time‑and‑attendance systems at scale.
• Leading teams through disaster recovery exercises or real recovery events.
• Experience in a managed services or IT outsourcing setting, supporting a client's sites under contract SLAs.
• Certifications such as CompTIA A+, Network+, or Server+, ITIL Foundation, or a project management certification.

Working conditions

• Regular travel between plant and site locations in the assigned region, including short‑notice onsite coverage when technicians are out.
• Work in plant, warehouse, and data center environments, following site safety rules and PPE requirements.
• Ability to lift and move IT equipment up to 40 lbs during rack‑and‑stack, installs, and relocations.
• Occasional evening, weekend, and on‑call work for maintenance windows, outages, and recovery events.