IT Field Services Operations Manager

Buchanan Technologies

United States

On-site

USD 80,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

Career advancement programs

Job summary

A leading IT services firm is seeking an experienced IT Field Services Operations Manager to oversee their North American operations. This fully remote role includes technician scheduling and managing a remote team. The ideal candidate will bring over 5 years of experience in IT service delivery and strong skills in team management and performance optimization. Competitive salary and professional growth opportunities included.

Qualifications

5+ years of experience in IT field service operations or IT service delivery.
2+ years of leadership or team management experience.
Strong experience with ITSM and dispatch platforms.
Proven ability to manage remote teams.

Responsibilities

Oversee daily field operations including technician scheduling.
Manage a remote team of dispatchers and coordinators.
Utilize ITSM and scheduling tools to manage work orders.
Track and report on key performance metrics.

Skills

IT service delivery

Remote team management

Field service operations optimization

ServiceNow

ConnectWise

Communication

Analytical skills

Tools

ServiceNow

ConnectWise

WorkMarket

Field Nation

Job description

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Job Details

Job Title: IT Field Services Operations Manager

Location: Remote (U.S.)

Job Type: Permanent

THIS POSITION IS NOT OPEN TO AGENCIES.

Job Summary

Buchanan Technologies is seeking a highly organized and experienced IT Field Services Operations Manager to lead and support our North American field services operations. This fully remote role is responsible for overseeing technician scheduling, dispatch management, service performance, and customer satisfaction across multiple regions.

The ideal candidate has a strong background in IT service delivery, remote team management, and optimizing field service operations in an SLA-driven environment.

Key Responsibilities

Oversee daily field operations, including technician scheduling, resource coordination, and dispatch management to ensure timely service delivery.
Manage a remote team of dispatchers and coordinators, ensuring proper coverage across all time zones and service areas.
Utilize ITSM and scheduling tools (e.g., ServiceNow, ConnectWise, WorkMarket, Field Nation) to manage work orders and monitor service progress.
Track and report on key performance metrics including SLA compliance, first-time fix rates, technician utilization, and ticket resolution times.
Act as an escalation point for service delays, scheduling conflicts, or customer issues; ensure timely resolution and communication.
Collaborate with field service managers, service desk teams, and clients to meet contractual obligations and maintain service quality.
Lead process improvements for dispatch workflows, scheduling practices, and field service coordination.
Maintain and update SOPs, training materials, and operational guidelines for field services support.

Qualifications

5+ years of experience in IT field service operations, dispatch coordination, or IT service delivery.
2+ years of experience in a leadership or team management role.
Strong experience with ITSM and dispatch platforms (ServiceNow, ConnectWise, etc.).
Proven ability to manage remote teams and coordinate resources across multiple regions.
Excellent organizational, communication, and analytical skills.
Familiarity with SLA structures, managed services models, and ITIL-based best practices.

Since Buchanan’s inception over 30 years ago, we have operated on 5 core values – People Matter, Customers Matter, Principles Matter, Community Matters, and Every Interaction Matters. These values are represented across each facet of the company, from employee relations to client service delivery to corporate social responsibility initiatives and beyond.

Why Work at Buchanan?

At Buchanan Technologies, we offer a great employment experience with a fun but professional work environment, competitive salary, and various employee career advancement programs that add value to your skills and daily life. If you are excited about being part of an energetic team where your contributions are appreciated and hard work is recognized, Buchanan is the place for you.

Our Culture

We are passionate about providing top-tier technology services to our customers and clients and fostering a culture of continuous learning for our employees. We are a people-centric company, focused on growth and diversity for our workforce. Come join us and let’s build something amazing together.

EEO Notice

Buchanan Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or genetics. In addition to federal law requirements, Buchanan Technologies complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Seniority level