Manager, Field Services

Socket.dev; Town of Florida (NY); On-site; USD 80,000 - 120,000; Full time

Job summary

Socket.dev is seeking a Field Service Manager to lead a team of field technicians responsible for on-site IT installations, maintenance, and support. The FSM will recruit, coach, and deploy technicians, ensuring work aligns with SOWs and contractual requirements, while collaborating with project managers to meet deadlines.

The ideal candidate has hands-on field IT experience, strong communication, and the ability to manage multiple ongoing jobs with accountability for utilization and quality.

Qualifications

• Hands-on background in field IT services, structured cabling, or technical support.
• Understands field service workflow and the day-to-day reality of technician work.
• Clear communicator who connects well with technicians, customers, and leadership alike.
• Organized and reliable; comfortable managing multiple active jobs simultaneously.
• Available outside normal business hours to support escalations as needed

Responsibilities

• Recruit, interview, hire, and onboard field technicians.
• Manage daily workload assignment, scheduling, and technician dispatch.
• Coach technicians on performance, technical skills, and professionalism.
• Monitor team performance and accountability to utilization and quality targets.
• Ensure all work is completed in accordance with SOWs, quality standards, and contractual requirements.
• Serve as the escalation point for customer concerns and critical service events.
• Communicate clearly with technicians, customers, and internal teams.
• Partner closely with Project Managers to translate scope into clear direction for the field.
• Collaborate with other FSMs, leadership, and key stakeholders to keep the field team aligned with company goals.

Skills

Hands-on field IT services

Field service workflow understanding

Clear communication

Organized and reliable

After-hours escalation readiness

Education

Associate’s degree or equivalent hands-on experience

5+ years in field IT support or related

Leadership/mentoring experience (plus)

MS Office / Salesforce familiarity

Tools

Salesforce / Service Cloud

SharePoint

Five9

Microsoft Excel

PowerPoint

Job description

Description

Position Summary

The Field Service Manager (FSM) leads a team of field technicians performing on-site IT installations, maintenance, and technical support. We’re looking for someone who has been in the field—someone who understands the work firsthand and is ready to step into a leadership role. This person builds and runs a strong field team, manages daily operations, and serves as the go-to resource when things get complex.

Essential Duties and Responsibilities

• Recruit, interview, hire, and onboard field technicians.
• Manage daily workload assignment, scheduling, and technician dispatch.
• Coach technicians on performance, technical skills, and professionalism; address issues early and directly.
• Monitor team performance and hold technicians accountable to utilization and quality targets.
• Ensure all work is completed in accordance with SOWs, quality standards, and contractual requirements.
• Serve as the escalation point for customer concerns and critical service events.
• Communicate clearly with technicians, customers, and internal teams.
• Partner closely with Project Managers to understand project scope, customer expectations, and deadlines; translate that into clear direction for the field so technicians arrive prepared and work gets done right and on time.
• Collaborate with other FSMs, leadership, and key stakeholders to keep the field team aligned with company goals, standards, and operational priorities.

Physical and Working Conditions

• Primarily office-based with occasional travel as business needs require.
• Must be available outside normal business hours to support escalations and operational emergencies.

Who We’re Looking For

The ideal candidate has worked as a field technician and earned their way into leadership. They understand the pace, pressure, and lifestyle of field service work—and can lead a team with credibility because they’ve done the job themselves. They’re a natural communicator, a mentor, and someone field technicians respect and trust.

#EES25

Requirements

Required Skills and Abilities

• Hands-on background in field IT services, structured cabling, or technical support.
• Understands field service workflow and the day-to-day reality of technician work.
• Clear communicator who connects well with technicians, customers, and leadership alike.
• Organized and reliable; comfortable managing multiple active jobs simultaneously.
• Available outside normal business hours to support escalations as needed

Education and Experience

• Associate’s degree or equivalent hands-on experience.
• 5+ years working in field IT support, structured cabling, or a related technical field.
• Experience leading or mentoring others; formal management experience a plus, not required.
• Comfortable using standard business tools (Microsoft Office suite, Salesforce or similar).

Systems (Preferred)

• Microsoft Excel and PowerPoint
• Salesforce / Service Cloud
• SharePoint
• Five9

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Management reserves the right to modify, add, or remove duties as business needs change.

All duties and responsibilities are considered essential functions of the position and may be modified to reasonably accommodate individuals with disabilities. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed are representative of the knowledge, skills, and abilities required.

This document does not create an employment contract, expressed or implied, and employment remains at-will.