Manager, Field Services

BBSS Beyond Blue; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Beyond Blue Corporation in Lexington, KY (University of Kentucky) seeks a Manager, Field Services to lead field service operations and teams delivering Tier 1 and 2 end-user support. You will plan, prioritize, and monitor daily activities to ensure efficiency, compliance, and customer satisfaction.

This role partners with IT leadership, vendors, and business partners to align with policies and standards, drive workforce planning, and manage budgets and deployments.

Qualifications

• Bachelor’s degree in IT, CS, business or related field.
• 4–5 years of field service/IT operations experience.
• Experience leading field service teams and managing budgets.

Responsibilities

• Lead field service teams and set priorities to meet SLA.
• Coach staff and manage performance and development.
• Oversee end-user support operations, installation, maintenance, and lifecycle mgmt.

Skills

Team leadership

Staff coaching

Performance management

SLA compliance

Budgeting

Vendor coordination

Project leadership

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field

Job description

Manager, Field Services

Requisition Number: R-000004180 Department Name: Director, Field Services Work Location: Medical Arts Building Grade Level: 11 Type of Position: Regular Position Time Status: Full time Equivalency Link https://hr.uky.edu/employment/working-uk/equivalencies Shift: Days (United States of America)

Job Description: Job Summary Responsible for managing field service operations and leading teams that deliver Tier 1 and Tier 2 end-user technical support across the organization. Provides leadership in planning, prioritizing, and monitoring daily service activities to ensure efficiency, compliance, and customer satisfaction. Ensures alignment of field services with organizational policies, IT standards, and regulatory requirements. Develops strategies for workforce planning, service delivery optimization, and continuous improvement. Coordinates with IT leadership, business partners, and vendors to achieve performance goals and support technology initiatives.

Essential Functions

• Manages field service teams by setting priorities, monitoring workloads, and ensuring SLA compliance.
• Provides leadership, coaching, and performance management to staff, supporting professional development and skill growth.
• Oversees end-user support operations, including installation, maintenance, troubleshooting, and equipment lifecycle management.
• Establishes and enforces policies, standards, and best practices for field service delivery.
• Analyzes service performance metrics, identifies trends, and develops strategies to improve efficiency and customer satisfaction.
• Collaborates with IT leadership, vendors, and other stakeholders to ensure effective system support and integration.
• Manages escalated incidents and complex technical issues, coordinating resolution across teams and partners.
• Leads planning and execution of IT projects, equipment deployments, and site support initiatives.
• Develops and manages budgets, staffing plans, and resource allocation for field service operations.
• Performs other duties as assigned.

Education Requirement

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.

Experience Requirement

4-5 years of experience. An equivalent combination of education and experience may be considered. All experience must be paid and in the same related field. Part-time and PRN experience will be prorated based on hours worked per week. Volunteer work and internships for academic credit are not counted.

Certifications & Licensures

N/A

Working Conditions

• A. Lifting, pushing, and/or pulling objects up to 50lbs: 2. Occasional (< 10% of the time)
• B. Lifting, pushing, and/or pulling objects over 50lbs: 1. Never
• C. Standing or walking with objects up to 10lbs: 2. Occasional (< 10% of the time)
• D. Standing or walking with objects up to 25lbs: 1. Never
• E. Sitting at computer workstation for extended periods: 4. Regular (> 50% of the time)
• F. Risk of back injury from moving, lifting or positioning patients, equipment, or materials: 1. Never
• G. Repetitive motion: 3. Intermittent (10% - 50% of the time)
• H. Working at heights above 4 feet: 1. Never
• I. Working in confined spaces: 1. Never
• J. Risk of injuries from use of equipment on the job: 1. Never
• K. Job-related travel: 2. Occasional (< 10% of the time)
• L. Loud noises: 1. Never
• M. Temperature extremes: 1. Never
• N. Hazardous chemicals and fumes including waste: 1. Never
• O. Radiation: 1. Never
• P. Burns: 1. Never
• Q. Cuts/Punctures: 1. Never
• R. Bloodborne/airborne pathogens: 1. Never
• S. Recombinant DNA or viral vectors: 1. Never
• T. Combative/violent people: 1. Never
• U. Animal handling (including carcasses): 1. Never
• V. Please specify other(s) and amount of exposure (i.e. Occasional, Intermittent or Regular): N/A

Physical Demands

This position requires regular sitting at a computer workstation for extended periods of time; performing tasks with intermittent repetitive motion (such as typing); and occasionally standing or walking with objects weighing up to 10 pounds, as well as lifting, pushing, and/or pulling objects weighing up to 50 pounds.

Our University Community

We value the well-being of each of our employees and are dedicated to creating a healthy place for everyone to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors, the University of Kentucky is a Tobacco & Drug Free campus. The University follows both the federal and state Constitutions as well as all applicable federal and state laws on nondiscrimination. The University provides equal opportunities for qualified persons in all aspects of institutional operations and does not discriminate on the basis of race, color, national origin, ethnic origin, religion, creed, age, physical or mental disability, veteran status, uniformed service, political belief, sex, sexual orientation, gender identity, gender expression, pregnancy, marital status, genetic information or social or economic status. Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen. Purpose-driven work is behind every aspect of our mission to advance Kentucky – from its economy to its health and from its culture to its levels of educational attainment.

Beyond Blue Corporation

Beyond Blue Corporation, an affiliated entity of the University of Kentucky, is a strategic vehicle to support the university's growth. Beyond Blue is a nonprofit company that allows the university to abide by all public entity rules and laws while allowing leaders to have some separation and distinctiveness to focus on one core business. The UK Board of Trustees appoints the Beyond Blue Board of Directors and the directors of any of its subsidiary companies.