Manager - Field and IT Support Operations

PPL Corporation•Johnstone, Pennsylvania

8d•Hybrid

About The Position

The Manager, Field and IT Support Operations leads the day-to-day delivery of field support, desktop support, and on-site technology services across PPL’s operating entities. The role oversees support for approximately 11,000 workstation endpoints and manages internal employees and managed service provider (MSP) personnel delivering Level 3 support, smart-hands services, and end-user support across sites in multiple states. The position is accountable for service performance, colleague experience, operational consistency, vendor management, and continuous improvement. It also evaluates, designs, and establishes an IT Tech Bar and walk-up support model. This hybrid role requires three days per week in the office at one of the listed locations: Louisville, Kentucky; Allentown, Pennsylvania; or Johnston, Rhode Island.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, or a related field, or an equivalent combination of education and relevant experience.
At least 5 years of progressive IT experience, including significant leadership responsibility in enterprise field services, desktop support, service desk, endpoint operations, or workplace technology support.
Demonstrated success leading geographically dispersed teams and large managed service providers in a multi-site, multi-state environment.
Experience managing enterprise support operations for a large endpoint estate and diverse colleague population.
Strong command of IT service management practices, SLAs, operational metrics, backlog management, incident and problem management, knowledge management, and service improvement.
Experience establishing or transforming walk-up support, Tech Bar, field services, or comparable high-touch service models.
Experience with endpoint lifecycle operations, warehouse and inventory processes, device ordering and fulfillment, and cross-functional vendor coordination.
Proven ability to manage budgets, contracts, statements of work, and supplier performance.
Excellent leadership, communication, stakeholder management, analytical, and decision-making skills.

Nice To Haves

Experience in the utilities industry, another highly regulated environment, or an organization with distributed field operations and critical infrastructure.
ITIL certification or demonstrated experience applying ITIL practices in a complex service environment.
Experience with ServiceNow or comparable IT service management, asset management, CMDB, workflow, and reporting platforms.
Experience leading service transformation, operating-model redesign, supplier transitions, technology deployments, or endpoint modernization programs.
Working knowledge of modern endpoint management, identity and access, networking, infrastructure, cybersecurity, remote support, and collaboration technologies.

Responsibilities

Lead field support and IT desktop support operations across operating companies, ensuring consistent, reliable, colleague-centered service delivery.
Oversee the team’s colleague technology equipment lifecycle operations, including compliance, refresh, asset management, and colleague experience.
Standardize services, processes, tools, performance measures, and colleague experiences across operating companies while accounting for local business and site requirements.
Direct a 20-person MSP providing Level 3 support, IT smart-hands services, and end-user support across 90+ sites in four U.S. states.
Lead workforce planning, role clarity, training, coaching, and performance expectations for internal staff and service-provider resources.
Manage vendor operational performance, including SLA adherence, backlog health, ticket aging, resolution quality, staffing, productivity, escalations, customer satisfaction, and corrective action plans.
Establish service expectations, governance routines, scorecards, and executive reporting that connect operational metrics to business impact, risks, and actions.
Define service catalogs, operating-level agreements, RACI models, support boundaries, and escalation paths to establish accountability across internal teams and suppliers.
Continuously improve support playbooks, runbooks, SOPs, knowledge articles, escalation paths, and major-incident recovery practices.
Serve as senior escalation point for complex or high-impact field and desktop support issues, coordinating with infrastructure, network, cybersecurity, application teams, business leaders, and service partners.
Build partnerships with operating company leaders and colleagues to understand service needs, resolve recurring issues, and improve the technology experience.
Evaluate, design, and establish an IT Tech Bar and walk-up service for fast, convenient, high-quality colleague support.
Define the Tech Bar operating model, site criteria, service catalog, staffing, hours, workflows, technology, space requirements, appointment and queue processes, measurements, and rollout roadmap.
Use colleague feedback, customer satisfaction data, trends, and root-cause analysis to reduce repeat incidents, improve first-contact resolution, and remove support friction.
Partner with the Asset Lifecycle Leader on warehouse logistics, inventory controls, laptop ordering, device configuration, fulfillment, recovery, refresh, repair, and disposal.
Promote accurate asset, service, and support data in enterprise systems to strengthen forecasting, audit readiness, lifecycle planning, and operational decision-making.
Manage operational readiness and field support for technology deployments, hardware refreshes, site changes, M&A, and other enterprise initiatives.
Maintain site readiness and resilient support coverage for corporate offices, field locations, warehouses, and other critical facilities, including after-hours and major-incident response where required.
Develop and test business continuity, surge support, disaster recovery, and critical-site support procedures.
Ensure compliance with technology standards, security requirements, audit controls, safety expectations, and applicable regulatory obligations.
Identify opportunities to use automation, self-service, remote support, analytics, and AI-enabled capabilities to improve speed, quality, consistency, and cost effectiveness.