Field Manager

Vision Information Technology Consultants • Los Angeles, CA

2d • Onsite

About The Position

At Vision IT , we prioritize the well-being and success of our employees, their families, and our customers. As a Field Manager , you will lead a team of on-site support professionals at Space Systems Command (SSC) and serve as the primary interface between Vision IT staff and Government Leadership. This role is critical in driving the quality, efficiency, and accountability of our service delivery operations while ensuring a high level of customer satisfaction. You will manage technician schedules, ensure alignment with Government priorities, oversee knowledge-sharing platforms, and support ongoing training and quality assurance efforts. This position requires excellent organizational, leadership, and communication skills, along with a proactive approach to IT operations management.

Requirements

• 5+ years of experience in IT service delivery or field operations management.
• Proven experience leading teams and coordinating with Government or high-level stakeholders.
• Strong background in ticketing systems, performance metrics, and workload management.
• Proficiency with Microsoft Office Suite, SharePoint, Livelink, and collaboration platforms.
• Familiarity with IT support processes, quality assurance practices, and user training methodologies.
• Excellent organizational and communication skills with a strong customer-service orientation.
• Experience managing content access and permissions in compliance with enterprise file plans.
• TS-SCI (Top Secret - Sensitive Compartmented Information) clearance required.
• Security Clearance: Secret or higher (must be eligible for DoD clearance).

Nice To Haves

• ITIL Foundation certification.
• Experience supporting VIP or executive-level personnel.
• Working knowledge of EITaaS, DoD IT environments, and related service delivery frameworks.

Responsibilities

• Oversee all on-site services and customer interactions for SSC/SN in alignment with Government direction.
• Manage and optimize staff schedules, ensuring service quality meets or exceeds expectations.
• Attend recurring and ad-hoc meetings with Government Leadership to remain aligned with mission needs.
• Ensure Government priorities are translated into effective task execution and technician coordination.
• Collaborate with Government Leadership to maintain a current roster of supported VIPs and update the 61st Communications Focal Point (CFP) accordingly.
• Coordinate ticket distribution across Government and vendor support staff, balancing workload and response times.
• Monitor and track ticket metrics , including MTTA (Mean Time to Acknowledge) and MTTR (Mean Time to Repair) , ensuring optimal incident response.
• Develop, maintain, and administer SharePoint, Livelink, and File Share sites to support organizational efficiency.
• Lead re-organization efforts, content updates, and permission management to ensure accessibility and compliance.
• Limit validated customer complaints regarding content management to no more than three per quarter .
• Provide or oversee training for end users on software (Microsoft Suite, Teams, Outlook, SharePoint, Zoom, etc.) and hardware (computers, mobile devices, phones).
• Ensure training efforts result in no more than eight validated customer complaints per month .
• Drive initiatives to enhance digital literacy and IT self-sufficiency among SSC/SN personnel.
• Execute quality assurance measures to maintain consistent, high-performance service delivery.
• Conduct audits and generate monthly reports on ticket volumes, KPIs, and support trends.
• Ensure reports are posted to designated collaboration sites by the 5th working day of each month and notify the Contracting Officer's Representative (COR) upon completion.

Benefits

• 401(k) Plan : Company matching contributions to help you save for retirement.
• Dental & Vision Insurance : Coverage for dental care, eye exams, glasses, and contacts.
• Health Insurance : Comprehensive medical coverage.
• Paid Time Off (PTO) : Generous policy to maintain work-life balance.
• Disability Insurance : Short-term and long-term protection for financial stability.
• Life & AD&D Insurance : Coverage for life and accidental death/dismemberment.
• Supplemental Benefits : Voluntary benefits for critical illness, accident, and hospital care.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed