Manager - Field and IT Support Operations

Company Summary Statement

As one of the largest investor-owned utility companies in the United States, PPL Corporation (NYSE: PPL), is committed to creating long-term, sustainable value for our 3.5 million customers, our shareowners and the communities we serve. Our high-performing regulated utilities — PPL Electric Utilities, Louisville Gas and Electric, Kentucky Utilities and Rhode Island Energy — provide an outstanding experience for our customers, consistently ranking among the best utilities in the nation. PPL’s companies are also addressing challenges head-on by investing in new infrastructure and technology that is creating a smarter, more reliable and resilient energy grid. We are committed to doing our part to advance a cleaner energy future and drive innovation that enables us to achieve net-zero carbon emissions by 2050 while maintaining energy reliability and affordability for the customers and communities we serve. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.
Overview

NOTE:  This role is hybrid requiring 3 days a week in office at one of our locations:  Louisville, KY; Allentown, PA or Johnston, RI.  #INDPPL   LI-Hy

 

The Manager, Field and IT Support Operations is responsible for the leadership and day-to-day delivery of field support, desktop support and on-site technology services across the company's operating entities. This leader oversees support for approximately 11,000 workstation endpoints and manages a team of employees and managed service provider (MSP) personnel delivering Level 3 support, smart-hands services, and end-user support across sites in three U.S. states (PA, KY, RI).

 

The role is accountable for service performance, colleague experience, operational consistency, vendor management, and continuous improvement. Responsibilities also include evaluating, designing, and establishing a world-class IT Tech Bar and walk-up support model.

 

Responsibilities

• Lead day-to-day field support and IT desktop support operations across all operating companies, ensuring consistent, reliable, and colleague-centered service delivery.
• Accountable for the full colleague technology equipment lifecycle operation of the team including compliance, refresh, asset management, and colleague experience sentiment across the domain.
• Standardize services, processes, tools, performance measures, and colleague experiences across all three operating companies while accounting for local business and site requirements.
• Direct a 20-person MSP delivering Level 3 support, IT smart-hands services, and end-user support across 90+ sites in four U.S. states.
• Lead workforce planning, role clarity, training, coaching, and performance expectations for internal staff and service-provider resources.
• Own vendor operational performance, including SLA adherence, backlog health, ticket aging, resolution quality, staffing, productivity, escalation management, customer satisfaction, and corrective action plans.
• Establish clear service expectations, governance routines, scorecards, and executive reporting that translate operational metrics into business impact, risks, and actions.
• Define service catalogs, operating-level agreements, RACI models, support boundaries, and escalation paths that create clear accountability across internal teams and suppliers.
• Own and continuously improve support playbooks, runbooks, SOP, knowledge articles, escalation paths, and support major-incident recovery practices.
• Serve as the senior escalation point for complex or high-impact field and desktop support issues, coordinating effectively with Infrastructure, Network, Cybersecurity, application teams, business leaders, and service partners.
• Build trusted partnerships with operating company leaders and colleagues to understand service needs, resolve recurring pain points, and improve the overall technology experience.
• Evaluate, design, and stand up a world-class IT Tech Bar and walk-up service that provides fast, convenient, high-quality support for colleagues.
• Define the Tech Bar operating model, site criteria, service catalog, staffing, hours, workflows, technology, space requirements, appointment and queue processes, measurements, and rollout roadmap.
• Use colleague feedback, customer satisfaction data, trends, and root-cause analysis to reduce repeat incidents, improve first-contact resolution, and remove friction from the support experience.
• Partner with the Asset Lifecycle Leader to ensure warehouse logistics, inventory controls, laptop ordering, device configuration, fulfillment, recovery, refresh, repair, and disposal processes are reliable and well executed.
• Champion accurate asset, service, and support data in enterprise systems to strengthen forecasting, audit readiness, lifecycle planning, and operational decision-making.
• Manage operational readiness and field support for technology deployments, hardware refreshes, site changes, M&A, and other enterprise initiatives.
• Maintain site readiness and resilient support coverage for corporate offices, field locations, warehouses, and other critical facilities, including after-hours and major-incident response where required.
• Develop and test business continuity, surge support, disaster recovery, and critical-site support procedures.
• Ensure compliance with technology standards, security requirements, audit controls, safety expectations, and applicable regulatory obligations.
• Identify opportunities to use automation, self-service, remote support, analytics, and AI-enabled capabilities to improve speed, quality, consistency, and cost effectiveness.

Qualifications

REQUIRED EDUCATION:

• Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, or a related field, or an equivalent combination of education and relevant experience.

 

REQUIRED EXPERIENCE:

• 5+ years of progressive IT experience, including significant leadership responsibility for enterprise field services, desktop support, service desk, endpoint operations, or workplace technology support.
• Demonstrated success leading geographically dispersed teams and large managed service providers in a multi-site, multi-state environment.
• Experience managing enterprise support operations for a large endpoint estate and diverse colleague population.
• Strong command of IT service management practices, SLAs, operational metrics, backlog management, incident and problem management, knowledge management, and service improvement.
• Experience establishing or transforming walk-up support, Tech Bar, field services, or comparable high-touch service models.
• Experience with endpoint lifecycle operations, warehouse and inventory processes, device ordering and fulfillment, and cross-functional vendor coordination.
• Proven ability to manage budgets, contracts, statements of work and supplier performance.
• Excellent leadership, communication, stakeholder management, analytical, and decision-making skills.

 

PREFERRED QUALIFICATIONS:

• Experience in the utilities industry, another highly regulated environment, or an organization with distributed field operations and critical infrastructure.
• ITIL certification or demonstrated experience applying ITIL practices in a complex service environment.
• Experience with ServiceNow or comparable IT service management, asset management, CMDB, workflow, and reporting platforms.
• Experience leading service transformation, operating-model redesign, supplier transitions, technology deployments, or endpoint modernization programs.
• Working knowledge of modern endpoint management, identity and access, networking, infrastructure, cybersecurity, remote support, and collaboration technologies