IT Support Manager - Field Service

Salary Range: $89,604 - $134,405 
This is an exempt position.  Pay rates are based on education, skill, experience level, market data and internal equity.

POSITION SUMMARY
Manage and oversee technical support operations. This position is responsible for program planning and assessment, identifying goals and targets, drafting policies and procedures, providing oversight of implementation plans, serving as a liaison, taking ownership of a major business process, handling escalations and ensuring collaboration. 

The IT Support Manager leads a team of Field Service Technicians and is responsible for delivering high-quality, onsite and remote support for end-user computing environments. This role is accountable for team performance, service delivery standards, and operational excellence across Windows 11 endpoints, Dell device ecosystem, and workplace technologies.  The IT Support Manager drives device lifecycle management, refresh initiatives, endpoint security (including scam/phishing prevention), and AV support, while developing a strategic roadmap for end-user services. This position serves as both a people leader and operational owner, ensuring consistent, secure, and customer-focused support.

ESSENTIAL FUNCTIONS
•Lead, coach, and develop a team of approximately 10 Field Service Technicians supporting end-user computing across multiple locations.
•Manage day-to-day field operations, including ticket queues, dispatching, onsite support, and escalation handling.
•Establish performance expectations, monitor KPIs/SLAs, and drive continuous improvement in service delivery.
•Conduct regular team meetings, training, and performance evaluations
•Ensure technicians are equipped with tools, knowledge, and processes to support evolving technologies.
•Oversee and participate in the day-to-day service and delivery of technology support and ensure proper end user support is being conducted
•Plan, implement and manage communications plans to provide employees and customers with timely, accurate information
•Recommend new and upgraded technologies based on industry trends that would increase efficiency and/or effectiveness
•Contribute to various forms of documentation (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles)
•Provide Audio/Video and Computing support for onsite/offsite presentations, events, and meetings
•Ability to troubleshoot with flexibility and success across varying technology platforms
•Provide consultation, engineering guidance and technical advice on IT infrastructure planning by assessing the implications of IT technologies and strategies
•Translate business requirements and functional specifications into technical requirements and facilitates identification of acceptable solutions
•Anticipate, develop and deploy the approach for implementing preventive maintenance and break/fix repairs on technology (e.g. PCs, printers, servers, mobile devices, network and telecommunication equipment)
•Collaborate with network services, software systems engineering and/or application development in order to restore service and/or identify problems
•Develop and implement budget for operations expenditures; monitor expenditures to ensure compliance with approved budget, review and approve purchase requisitions and invoices
•On-call after hours and weekend support is may be required
•Effectively communicate and engage with clients and team members including face-to-face, video, and phone to ensure clear understanding and fostering strong relationships. 
•Performs various related duties as required.

MINIMUM QUALIFICATIONS
Experience:  Minimum of six years of progressively responsible technical systems experience; including one year of supervisory experience or completion of an approved supervisory training program.
Education:  Bachelor's degree in Information Technology or Computer Science or related field
Combination of relevant education and relevant experience accepted:  Yes

LICENSES AND CERTIFICATIONS
May require various technical certifications

PREFERRED QUALIFICATIONS
•Relevant certifications (e.g., Microsoft, ITIL, endpoint management, security)
•Experience overseeing support and lifecycle management of Windows 11 endpoints, ensuring standardized configurations and compliance
•Experience leading device provisioning processes, ensuring secure, efficient onboarding of new and replacement equipment
•Ability to  drive device refresh programs, including planning, scheduling, asset tracking, and user communication
•Implementing and enforcing endpoint security practices, including protection against phishing, scams, and malware
•Coordinating upgrades and maintenance of AV systems to meet business needs
•Awareness of new tools, technologies, and processes that are aligned with industry best practices

KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of
•Management principles
•Overall computer operations procedures, operating systems and platforms required (Windows 11)
•Software such as: Microsoft Office 365; Microsoft Edge; Chrome; Service Now; OneDrive; etc
•Current techniques and capabilities of personal computers, local area networks and wireless networks
•Hardware such as: Motherboards, CPU’s, Chipsets; Memory; printers, Peripherals; etc.
•Customer Systems such as: Desktops; Laptops; Tablets; Thin & Zero Clients
•Audio Video equipment such as Logitech Roombars, Monitors
•Understanding of urgency and the escalation of issues quickly and ability to lead team to deliver with same urgency
•Tools and technology within an ITIL and ITSM environment

Skills
•Performing continual research to enhance technical knowledge
•Use data to make informed decisions
•Performing Critical Thinking (Complex Troubleshooting)
•Maintaining adaptability when performing in new situations
•Maintaining adaptability when performing in Emergency situations & under stress
•Communication & attention to detail
•Customer service

Abilities
•Contributing to Team Success: Actively participates as a member of a team to move the team toward the completion of goals
•Communication: Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information received
•Collaboration: Works effectively and cooperatively with others; establishes and maintains good working relationships
•Customer Focus: Ensures that the customer perspective is a driving force behind business decisions and activities; crafts and implements service practices that meet customers’ and own organization’s needs
•Technical/Professional Knowledge and Skills: Has achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise
•Planning and Organizing: Establishes courses of action for self and others to ensure that work is completed efficiently
•Managing Conflict: Deals effectively with others in an adversarial situation; uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people
•Delegating Responsibility: Allocating decision-making authority and/or task responsibility to appropriate others to maximize the organization’s and individuals’ effectiveness
•Leadership Disposition: Demonstrating the traits, inclinations, and dispositions that characterize successful leaders; exhibiting behavior styles that meet the demands of the leader role
•Leading Through Vision and Values: Keeping the organization’s vision and values at the forefront of associate decision making and action

COMPUTER SKILLS
Advanced proficiency in various computer programs 

PHYSICAL DEMANDS
Physical Demands Frequency
Must be able to remain in a stationary position 50% of the time. Frequently (10 to 24 hrs/week)
The person in this position needs to move from point X to point Y. Frequently (10 to 24 hrs/week)
Operates a computer or other office equipment. Frequently (10 to 24 hrs/week)
Ascends/Descends a ladder to perform duties or operate equipment. Not Applicable
The person in this role is required to position themselves to maintain 
equipment such as computers, servers, machinery, etc. Frequently (10 to 24 hrs/week)
The person in this role frequently communicates and must be able 
to exchange and convey information. Frequently (10 to 24 hrs/week)
Must be able to review information on paper or computer. Frequently (10 to 24 hrs/week)
Must be able to discern information from long distances. Not Applicable
Must be able to detect or distinguish flavor or smells. Not Applicable

Demand Weight Frequency
Must be able to carry/move equipment 10 lbs or less Frequent
Must be able to carry/move equipment 11-20 lbs Frequent
Must be able to carry/move equipment 21-50 lbs Occasionally
Must be able to carry/move equipment 51-100 lbs Not Applicable
Must be able to carry/move equipment Over 100 lbs Not Applicable

Work Environment
Works in an office setting with moderate noise

REASONABLE ACCOMMODATIONS STATEMENT
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. 

DISCLAIMER STATEMENT
This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor’s request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.