IT Support Manager - Field Service

County of Mecklenburg, NC•Charlotte, NC

About The Position

Manage and oversee technical support operations. This position is responsible for program planning and assessment, identifying goals and targets, drafting policies and procedures, providing oversight of implementation plans, serving as a liaison, taking ownership of a major business process, handling escalations and ensuring collaboration. The IT Support Manager leads a team of Field Service Technicians and is responsible for delivering high-quality, onsite and remote support for end-user computing environments. This role is accountable for team performance, service delivery standards, and operational excellence across Windows 11 endpoints, Dell device ecosystem, and workplace technologies. The IT Support Manager drives device lifecycle management, refresh initiatives, endpoint security (including scam/phishing prevention), and AV support, while developing a strategic roadmap for end-user services. This position serves as both a people leader and operational owner, ensuring consistent, secure, and customer-focused support.

Requirements

Minimum of six years of progressively responsible technical systems experience; including one year of supervisory experience or completion of an approved supervisory training program.
Bachelor's degree in Information Technology or Computer Science or related field
Combination of relevant education and relevant experience accepted: Yes
May require various technical certifications

Nice To Haves

Relevant certifications (e.g., Microsoft, ITIL, endpoint management, security)
Experience overseeing support and lifecycle management of Windows 11 endpoints, ensuring standardized configurations and compliance
Experience leading device provisioning processes, ensuring secure, efficient onboarding of new and replacement equipment
Ability to drive device refresh programs, including planning, scheduling, asset tracking, and user communication
Implementing and enforcing endpoint security practices, including protection against phishing, scams, and malware
Coordinating upgrades and maintenance of AV systems to meet business needs
Awareness of new tools, technologies, and processes that are aligned with industry best practices

Responsibilities

Lead, coach, and develop a team of approximately 10 Field Service Technicians supporting end-user computing across multiple locations.
Manage day-to-day field operations, including ticket queues, dispatching, onsite support, and escalation handling.
Establish performance expectations, monitor KPIs/SLAs, and drive continuous improvement in service delivery.
Conduct regular team meetings, training, and performance evaluations
Ensure technicians are equipped with tools, knowledge, and processes to support evolving technologies.
Oversee and participate in the day-to-day service and delivery of technology support and ensure proper end user support is being conducted
Plan, implement and manage communications plans to provide employees and customers with timely, accurate information
Recommend new and upgraded technologies based on industry trends that would increase efficiency and/or effectiveness
Contribute to various forms of documentation (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles)
Provide Audio/Video and Computing support for onsite/offsite presentations, events, and meetings
Ability to troubleshoot with flexibility and success across varying technology platforms
Provide consultation, engineering guidance and technical advice on IT infrastructure planning by assessing the implications of IT technologies and strategies
Translate business requirements and functional specifications into technical requirements and facilitates identification of acceptable solutions
Anticipate, develop and deploy the approach for implementing preventive maintenance and break/fix repairs on technology (e.g. PCs, printers, servers, mobile devices, network and telecommunication equipment)
Collaborate with network services, software systems engineering and/or application development in order to restore service and/or identify problems
Develop and implement budget for operations expenditures; monitor expenditures to ensure compliance with approved budget, review and approve purchase requisitions and invoices
On-call after hours and weekend support is may be required
Effectively communicate and engage with clients and team members including face-to-face, video, and phone to ensure clear understanding and fostering strong relationships.
Performs various related duties as required.