Position Summary
Lead and manage a team of Field Service Technicians 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.
Essential Functions
Team Leadership & Field Operations
Lead, coach, and develop a team of 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
End-User Computing & Device Management
Oversee support and lifecycle management of Windows 11 endpoints, ensuring standardized configurations and compliance
Manage Dell device ecosystem, including procurement standards, imaging, deployment, warranty support, and vendor coordination
Lead device provisioning processes, ensuring secure, efficient onboarding of new and replacement equipment
Drive device refresh programs, including planning, scheduling, asset tracking, and user communication
Security & Scam Prevention
Implement and enforce endpoint security practices, including protection against phishing, scams, and malware
Partner with security teams to ensure secure provisioning, patching, and endpoint compliance
Promote user awareness and technician readiness to identify and respond to security threats
Audio/Video (AV) & Workplace Technology Support
Oversee AV support services for conference rooms, hybrid meetings, and organizational events
Ensure Field Services team can support and troubleshoot meeting room technology and collaboration tools
Coordinate upgrades and maintenance of AV systems to meet business needs
Strategy, Roadmap & Continuous Improvement
Develop and maintain a roadmap for end-user computing services, including Windows 11 adoption, device modernization, and AV enhancements
Identify opportunities to improve user experience, technician efficiency, and service quality
Recommend and implement new tools, technologies, and processes aligned with industry best practices
Collaboration & Service Integration
Act as liaison between Field Services, Service Desk, Infrastructure, Security, and Application teams
Support major incident response and cross-functional troubleshooting efforts
Translate business needs into actionable support strategies and technical solutions
Operational & Administrative Responsibilities
Develop and manage budgets related to device procurement, refresh cycles, and field operations
Maintain documentation including standard operating procedures, knowledge base articles, and training materials
Manage vendor relationships, especially Dell and AV service providers
Participate in on-call support rotation as required