Senior Manager, IT Field Solutions

Meriton•Irving, TX

10h

About The Position

The Senior Manager, IT Field Solutions is responsible for leading a specialized team that provides end-user support for Service and Control Technicians operating on rooftops, in mechanical rooms, and out in the elements to service critical equipment. This leader ensures that field technicians have reliable access to the tools, software, and connectivity they need to perform at an elite level, day or night, while also expanding Meriton’s capacity to deploy IT infrastructure in new buildings and acquisitions. This role oversees a 24x7 support model for specialized technician software (including BAS, controllers, gateways, laptops/tablets, and VPNs), directs low‑voltage cabling and AV deployments, and partners closely with Service Leadership to build an apprenticeship pathway that enables IT Field Support team members to transition into Service and Control Technician roles over time. The ideal candidate will be a hands-on, field-aware, and transformational leader who can balance daily operational support with long‑term workforce development and infrastructure deployment objectives.

Requirements

Bachelor’s degree in Information Technology, Engineering, or related field, or equivalent experience.
5+ years in IT service, field support, or infrastructure deployment, including 5+ years in leadership capacity.
Experience leading field-based IT or low-voltage teams that support technicians or skilled trades.
Hands-on knowledge of low-voltage cabling, AV/camera installation, basic networking, and site survey practices.
Demonstrated ability to manage a traveling workforce and coordinate multi-site field work.
Strong collaboration, communication, and customer service skills with technicians and operational leaders.
Ability to thrive in a fast-paced, high-growth environment with evolving priorities.

Nice To Haves

Strong communication skills and experience in organizational change management and technology adoption.
Strong analytical and reporting capabilities, with a focus on customer satisfaction and service performance metrics.
Ability to lead through ambiguity, drive transformation, and foster a culture of innovation.

Responsibilities

Lead the IT Field Solutions team providing support for Service and Control Technicians across all locations.
Ensure dependable support for technician software, controllers, gateways, laptops/tablets, connectivity, and VPN access.
Maintain support processes suited to rooftop, outdoor, and after-hours work, including on-call coverage.
Monitor support metrics (response times, resolution rates, technician satisfaction) and drive continuous improvement.
Align field support practices with IT Service Delivery standards, security requirements, and change management processes.
Partner with Infrastructure Engineering to plan and execute low-voltage cable installations, testing, and documentation.
Oversee mounting and deployment of AV equipment, cameras, access control systems, gateways, and related hardware.
Execute IT site surveys, site readiness assessments, and new acquisition inventories to accelerate IT stand-up in new or expanding locations.
Enforce standardized methods for labeling, documenting, and certifying low-voltage and PoE infrastructure.
Plan and prioritize travel and onsite work to balance project deployments with ongoing support needs and budgets.
Serve as the primary contact for Service Leadership on IT field support, deployments, and technician enablement.
Collaborate with Service and IT leaders to align Field Solutions activities with broader growth initiatives.
Provide regular updates to executive leadership on team performance, deployment status, and apprenticeship progress.
Recruit, lead, and develop a traveling IT Field Support team comfortable working in varied field conditions.
Design and manage an apprenticeship framework that progresses team members from IT support and low-voltage work to supervised Control field work and, ultimately, Service/Control Technician roles in 3–4 years.
Coordinate cross-training, job shadowing, with Service and Control Technicians to build IT-savvy field talent
Foster a culture of safety, accountability, adaptability, and continuous learning as team members move between IT and field responsibilities.
Conduct regular performance reviews and build development plans that support advancement in either IT or Service/Controls career paths.
Improve field support workflows and dispatching using modern collaboration, remote access, and automation tools.
Provide feedback to Engineers to improve standards and processes for site surveys, cable installation, and AV mounting.
Partner with IT and Service teams to introduce tools and processes that enhance technician productivity and experience.
Track trends in service, low-voltage installation, and create programs to keep Meriton’s internal talent pipeline competitive.
Use data and feedback to refine the apprenticeship program and Field Solutions operating model.
Ensure rooftop, outdoor, and site work, including installations, complies with safety policies, codes, and regulations.
Coordinate IT and field changes to minimize operational risk when introducing new hardware, software, or processes.
Ensure field devices and infrastructure adhere to cybersecurity, network, and physical security requirements.