IT Field Operations Supervisor

Valce Talent Solutions•Dayton, OH

3d•$90,000 - $100,000

About The Position

The IT Field Operations Supervisor leads a team of onsite field technicians supporting plant and enterprise IT across a regional group of sites. This new, hands-on player-coach role owns day-to-day field service delivery, including scheduling and dispatch, technician coaching, SLA performance, and escalations for plant leaders and vendors. The supervisor also handles tickets and projects and provides direct site coverage when technicians are unavailable, including during PTO, sick time, holidays, and extended leave. The role oversees field service performance, asset lifecycle activities, site documentation, operating procedures, safety practices, metrics, parts and tools, procurement, and resource planning. The supervisor serves as the primary escalation and relationship owner for plant and site leadership, communicates status and risks to stakeholders, and coordinates repairs, warranty work, and installations with OEMs, vendors, and third-party providers. The position requires regular travel among plant and site locations, work in plant, warehouse, and data center environments, and occasional evening, weekend, and on-call work. The stated annual base salary is $90,000–$100,000.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
At least 5 years of hands-on IT infrastructure or field services experience covering workstations, Windows Server, basic Linux, hardware break-fix, endpoint management, printers, and network troubleshooting.
At least 2 years supervising or leading technical teams, including assigning work, checking quality, managing schedules, and coaching performance.
Experience running multi-site or field-based support using SLA and ticket metrics.
Working knowledge of ITSM tools, CMDB and asset management, and infrastructure monitoring.
Experience coordinating vendors and OEMs and planning maintenance windows or after-hours changes.
Strong communication, customer service, and stakeholder management skills, including communicating with non-technical plant leaders.
Proficiency with reporting and data analysis tools such as Excel or a BI tool to track team performance.
Willingness to travel regularly to plant and site locations, provide onsite coverage during technician absences and leave, and support off-hours work during outages and maintenance windows.
Ability to lift and move IT equipment weighing up to 40 lbs during rack-and-stack, installs, and relocations.

Nice To Haves

Experience supporting IT in manufacturing plants, including production-floor systems, plant operations, and downtime-sensitive environments.
Experience supporting IT in warehouse and distribution centers, including RFID, barcode scanners, handhelds, label printers, and WMS endpoints.
Familiarity with industrial technologies and process or control systems (OT), and the boundary between IT and OT support.
Experience supporting IoT devices, sensors, kiosks, and time-and-attendance systems at scale.
Experience leading teams through disaster recovery exercises or real recovery events.
Experience in managed services or IT outsourcing, supporting client sites under contract SLAs.
Certifications such as CompTIA A+, Network+, Server+, ITIL Foundation, or a project management certification.

Responsibilities

Supervise, schedule, and dispatch field technicians across assigned plant and regional sites, balancing workload, travel, and coverage.
Hire, onboard, train, and coach technicians; conduct regular one-on-ones and performance evaluations with HR.
Develop team skills through cross-training, certifications, and documented runbooks.
Lead complex escalations and critical outages onsite alongside technicians.
Cover technician sites during PTO, sick time, holidays, and leaves of absence, including extended leave; backfill vacancies until new hires are onboarded.
Maintain a coverage calendar and backup plan for every site, and stay current on site-specific technology to provide direct coverage.
Own team SLA and ticket performance, including response and resolution times, backlog, first-time fix rate, and customer satisfaction.
Plan and staff maintenance windows, power outages, downtime events, infrastructure projects, and site audits.
Oversee deployments, relocations, refreshes, decommissioning, and disposal, maintaining accurate CMDB and inventory records.
Keep site playbooks, key contacts, diagrams, and operational dependencies current.
Define, implement, and refine field operating procedures, quality checks, and safety practices.
Track and report team metrics, identify recurring issues, infrastructure risks, and technology debt, and drive corrective actions.
Manage parts, spares, tools, and procurement requests; support budget and resource planning.
Serve as the primary escalation point and relationship owner for plant and site leadership.
Communicate technical status, risks, and plans to business and technical stakeholders.
Coordinate with OEMs, vendors, and third-party providers on repairs, warranty work, and installations.
Perform other duties as assigned.