IT Field Services Supervisor

Flow Control Group; Charlotte (NC); Remote; USD 95,000 - 135,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) matching

Paid time off

Employee referral program

Job summary

Flow Control Group seeks an IT Field Services Supervisor to lead a geographically dispersed IT Field Technician team across multiple brands and sites in the United States. You will ensure technology readiness, service continuity, and top-tier customer support.

You will oversee ticket queues, escalations, and performance metrics while partnering with Infrastructure, Security, and Operations to enable growth. Strong leadership and ITIL framing are essential.

Qualifications

• Bachelor's degree in IT or related field or equivalent experience.
• 5+ years of progressive IT support, desktop support, field services, or service delivery experience.
• 2+ years of experience leading or supervising technical support teams.
• Experience managing remote and geographically distributed teams.
• Familiarity with ITIL-based service management principles and continuous improvement practices.

Responsibilities

• Lead a geographically distributed team of IT Field Technicians.
• Oversee scheduling, travel coordination, and workload balancing.
• Own service delivery performance, SLAs, MTTA/MTTR, and CSAT metrics.
• Serve as escalation point for complex site issues and drive fixes.
• Collaborate with Brand Leaders and stakeholders to align IT services with business needs.

Skills

Windows OS

Microsoft 365

Active Directory

Networking basics

ITSM

Communication

Team leadership

Education

Bachelor's degree in IT or related field

Tools

Entra ID

Intune

Endpoint management

ITIL Foundation

Job description

About Us

Flow Control Group (FCG) is a leading provider of fluid handling, process, and industrial automation solutions across North America. We are a 100% employee‑owned organization made up of over 3,000 team members and 115+ entrepreneurial brands, each empowered to think big, move fast, and bring innovative ideas to life.

At FCG, we believe in the power of partnership and entrepreneurship. We work collaboratively across our brands to drive growth, unlock new opportunities, and deliver real impact for our customers, combining local expertise with national strength.

Visit our Website: flowcontrolgroup.com

Responsibilities & Qualifications

Job Summary

The IT Field Services Supervisor leads Flow Control Group’s distributed IT Field Services organization, ensuring technology readiness, operational continuity, and exceptional customer service across multiple locations and brands throughout the United States. This role is responsible for developing and leading a geographically dispersed team of IT Field Technicians who serve as the primary IT presence in the field for FCG brands and facilities. The supervisor is accountable for site technology readiness, service delivery performance, customer satisfaction, and operational support effectiveness.

Key Responsibilities

Team Leadership & Management

• Lead, coach, mentor, and develop a geographically distributed team of IT Field Technicians.
• Conduct one‑on‑one meetings, performance reviews, and career development planning.
• Manage scheduling, workload balancing, coverage planning, and travel coordination.
• Participate in recruiting, onboarding, training, and workforce planning activities.
• Promote a customer‑first culture focused on accountability and continuous improvement.

Service Delivery Oversight & Performance

• Own delivery and performance of Field Services support across Flow Control Group locations and operating companies, ensuring achievement of service levels, customer satisfaction, and operational objectives.
• Oversee ticket queues, service requests, escalations, and aging incidents to ensure timely resolution and continuous improvement in MTTA, MTTR, SLA attainment, ticket aging, and CSAT metrics.
• Serve as the primary escalation point for complex site support issues and drive corrective actions to resolve recurring operational and service delivery challenges.
• Ensure site technology readiness, operational continuity, system availability, and uptime across FCG brands and locations.
• Build and maintain strong relationships with Brand Leaders, General Managers, and business stakeholders to align IT services with operational needs and business priorities.
• Partner with Infrastructure, Security, and Service Delivery teams to resolve complex issues, support acquisitions and site expansions, and enable business growth initiatives.
• Ensure compliance with FCG policies, technology standards, operational procedures, and documentation requirements across the Field Services organization.

Technical Requirements

• Strong understanding of Windows desktop operating systems and end‑user support.
• Experience supporting Microsoft 365, Outlook, Teams, OneDrive, and Office applications.
• Working knowledge of Active Directory, Entra ID, and endpoint technologies.
• Understanding of networking concepts including switching, routing, wireless networking, and firewalls.
• General Understanding for endpoint configuration and security
• Experience supporting printers, mobile devices, business applications, and productivity software.
• Familiarity with monitoring solutions and ITSM platforms.
• Ability to communicate effectively with both technical and non‑technical stakeholders.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent combination of education and experience.
• 5+ years of progressive IT support, desktop support, field services, or service delivery experience.
• 2+ years of experience leading or supervising technical support teams.
• Experience managing remote and geographically distributed teams.
• Experience supporting multi‑site organizations with distributed operations.
• Demonstrated success improving service delivery metrics, including SLA attainment, customer satisfaction (CSAT), Mean Time to Resolve (MTTR), and ticket backlog reduction.
• Experience building strong relationships with business leaders and serving as a trusted technology partner to operational stakeholders.
• Experience supporting mergers, acquisitions, business integrations, or new site onboarding initiatives.
• Familiarity with ITIL-based service management principles and continuous improvement practices.
• Experience with Microsoft 365, Entra ID, Intune, endpoint management, and IT service management (ITSM) platforms.
• Industry certifications such as ITIL Foundation, Microsoft, CompTIA, or related technical certifications are preferred.
• Experience in industrial, manufacturing, distribution, or multi‑sitebusiness environments is highly desirable.

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Why Build a Career with Us?

Everyone’s an Owner of the Company Because every team member contributes to Flow Control Group’s success, employees share in that success through a broad‑based ownership program available across our portfolio companies.

Competitive Benefits Enjoy a comprehensive benefits package that includes Medical, Dental, and Vision coverage, competitive 401(k) matching, paid time off, holidays, parental leave, wellness resources, and employee referral programs.

The Climb Financial Program Your financial wellbeing matters. Through Flow Control Group’s Climb Financial Program, employees have access to tools and resources designed to support both immediate needs and long‑term goals. Programs may include emergency assistance funds, earned wage access, financial coaching, low‑cost loan options, retirement planning resources, and opportunities to build long‑term wealth through employee ownership.

Training & Development FCG University is available to all employees, offering access to more than 80,000 learning courses to help you build new skills and advance your career.

Career Growth Opportunities With a growing network of brands across North America, Flow Control Group provides opportunities for advancement, cross‑functional experience, mentorship, and professional development in a supportive environment where your contributions make an impact.

Equal Opportunity Employer Flow Control Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other legally protected status.