Assistant Manager-IT Field Services
About The Position
The Assistant Manager, IT Field Services leads day-to-day IT operations and Field Services employees supporting one large terminal or multiple terminals within a regional geography. As the senior on-site IT leader, this role is accountable for service delivery, operational continuity, and stakeholder engagement while serving as the primary bridge between terminal business leadership and centralized IT organizations. The Assistant Manager directs local support activities, incident response, and vendor performance; develops and coaches employees; manages escalations; and partners with Cybersecurity and enterprise IT teams to deliver reliable, secure, and business-aligned technology services. This role is well suited for individuals who enjoy working beyond a traditional office environment. Work is performed in a combination of office and operational settings, including marine terminals, ports, intermodal facilities, rail yards, warehouses, and vessel operations. The position provides regular opportunities to engage directly with terminal operations and employees across the business. Employees may work outdoors, travel throughout terminal facilities, and must comply with all site safety requirements and PPE standards.
Requirements
- Bachelor's degree in information technology or a related field, or an equivalent combination of education and relevant experience.
- Minimum 7 years of related IT experience, including lead or supervisory experience.
- Current ITIL certification required.
- Meaningful experience in terminal, industrial, transportation, logistics, or OT environments.
- Advanced working knowledge of Microsoft endpoint technologies, identity and access administration, desktop hardware, local and wireless networks, infrastructure cabling, incident management, and change practices.
- Demonstrated ability to supervise employees, assign work, coach performance, organize coverage, and manage competing priorities.
- Strong troubleshooting, judgment, customer service, vendor management, and written and verbal communication skills.
- Acceptable driving record required. Local travel between assigned terminals may be routine; other travel is occasional.
Nice To Haves
- Network+, Security+, Microsoft endpoint/identity, project-management fundamentals, or recognized leadership training preferred.
Responsibilities
- Directly supervise assigned Field IT employees and provide day-to-day work direction, coaching, development feedback, and accountability.
- Coordinate staffing, schedules, overtime, on-call coverage, and work priorities to maintain effective terminal coverage.
- Monitor ticket activity, service levels, incident records, and operational metrics; address gaps and escalate material risks.
- Remain hands-on and serve as the first management escalation for complex endpoint, network, infrastructure, and OT-adjacent issues.
- Direct local incident response, stakeholder communication, service restoration, and post-incident follow-through.
- Coordinate approved changes, patching, maintenance windows, and emergency changes within delegated authority.
- Manage day-to-day vendor work, local projects, equipment needs, and spare-equipment purchases within delegated authority.
- Support hiring, onboarding, workforce planning, employee relations, and performance processes; provide documented input to the Manager, who completes formal performance reviews.
- Partner with terminal leadership, centralized IT teams, and Cybersecurity on operating priorities, security awareness, incident response, access, risk reduction, and remediation.
- Maintain accurate documentation and reporting in ServiceNow and other approved systems.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
