IT Field Services Supervisor

Flow Control Group•Charlotte, NC

6d•Remote

About The Position

The IT Field Services Supervisor leads Flow Control Group's distributed IT Field Services organization, ensuring technology readiness, operational continuity, and exceptional customer service across multiple locations and brands throughout the United States. This role is responsible for developing and leading a geographically dispersed team of IT Field Technicians who serve as the primary IT presence in the field for FCG brands and facilities. The supervisor is accountable for site technology readiness, service delivery performance, customer satisfaction, and operational support effectiveness.

Requirements

Strong understanding of Windows desktop operating systems and end-user support.
Experience supporting Microsoft 365, Outlook, Teams, OneDrive, and Office applications.
Working knowledge of Active Directory, Entra ID, and endpoint technologies.
Understanding of networking concepts including switching, routing, wireless networking, and firewalls.
General Understanding for endpoint configuration and security
Experience supporting printers, mobile devices, business applications, and productivity software.
Familiarity with monitoring solutions and ITSM platforms.
Ability to communicate effectively with both technical and non-technical stakeholders.

Nice To Haves

Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent combination of education and experience.
5+ years of progressive IT support, desktop support, field services, or service delivery experience.
2+ years of experience leading or supervising technical support teams.
Experience managing remote and geographically distributed teams.
Experience supporting multi-site organizations with distributed operations.
Demonstrated success improving service delivery metrics, including SLA attainment, customer satisfaction (CSAT), Mean Time to Resolve (MTTR), and ticket backlog reduction.
Experience building strong relationships with business leaders and serving as a trusted technology partner to operational stakeholders.
Experience supporting mergers, acquisitions, business integrations, or new site onboarding initiatives.
Familiarity with ITIL-based service management principles and continuous improvement practices.
Experience with Microsoft 365, Entra ID, Intune, endpoint management, and IT service management (ITSM) platforms.
Industry certifications such as ITIL Foundation, Microsoft, CompTIA, or related technical certifications are preferred.
Experience in industrial, manufacturing, distribution, or multi-site business environments is highly desirable.

Responsibilities

Lead, coach, mentor, and develop a geographically distributed team of IT Field Technicians.
Conduct one-on-one meetings, performance reviews, and career development planning.
Manage scheduling, workload balancing, coverage planning, and travel coordination.
Participate in recruiting, onboarding, training, and workforce planning activities.
Promote a customer-first culture focused on accountability and continuous improvement.
Own delivery and performance of Field Services support across Flow Control Group locations and operating companies, ensuring achievement of service levels, customer satisfaction, and operational objectives.
Oversee ticket queues, service requests, escalations, and aging incidents to ensure timely resolution and continuous improvement in MTTA, MTTR, SLA attainment, ticket aging, and CSAT metrics.
Serve as the primary escalation point for complex site support issues and drive corrective actions to resolve recurring operational and service delivery challenges.
Ensure site technology readiness, operational continuity, system availability, and uptime across FCG brands and locations.
Build and maintain strong relationships with Brand Leaders, General Managers, and business stakeholders to align IT services with operational needs and business priorities.
Partner with Infrastructure, Security, and Service Delivery teams to resolve complex issues, support acquisitions and site expansions, and enable business growth initiatives.
Ensure compliance with FCG policies, technology standards, operational procedures, and documentation requirements across the Field Services organization.