IT Services Manager: Lead Service Desk & Field Support

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

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