Field Support Manager

Filed Support Manager

Department Information Technology

Exempt, Regular, Full Time, Pay Grade 2.2

Location: Adelphi, MD (Hybrid)

The Manager of Field Support role is to ensure the streamlined operation of the organization’s satellite offices in alignment with the business objectives of the organization. This individual will plan, coordinate, direct, and design field support activities of the organization, as well as provide administrative direction and support for daily operational activities of the field support department. 

The Manager of Field Support will work closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization. This person will also define and implement processes, policies, procedures, and best practices for the satellite offices as well as be involved in selection, acquisition, installation, configuration and support of new hardware, AV, software and associated peripherals.

Duties and Responsibilities:

Leadership & Planning

• Ensure staff are meeting and exceeding expectations in regards to performance and meeting defined metrics/benchmarks. 
• Maintains employee schedules. 
• Oversee the development, implementation, and administration of Field Support training, procedures, and policies.
• Train, coach, and mentor Field Support Technicians.
• Plan and conduct performance appraisals of staff, administer disciplinary action (in conjunction with Human Resources when needed).

Field Support Management

• Serve as a key communicator between IT and business stakeholders, effectively relaying change management initiatives, priorities, and relevant updates.
• Evaluate, design, deploy, administrate, and manage new technology at satellite locations.
• Develop business case justifications and cost/benefit analyses for endpoint spending and initiatives.
• Stay abreast of the latest trends, tools, and best practices, ensuring the organization is always at the forefront of technology.
• Manages relationships with third party technology vendors and service providers who provide critical support to UMGC satellite locations. 
• Implement and test desktop prototypes, perform installation quality assurance tests, and assure consistency with standards. Ensure the reliability and quality of the desktop design through proactive measures.
• Work with software vendors to ensure requirements are met for classrooms environments (EC-Council, CLEP, Pearson, DSST, Microsoft). 
• In collaboration with the Endpoint Operations leadership team, establish and track asset refresh schedules of all end user devices.
• Develop request for proposals (RFP)
• Provide escalation for remote site related issues.

Competencies:

Skills:

• Ability to effectively present information and respond to questions from groups of managers and customers
• Strong interpersonal skills and ability to establish and build relationships with internal and external customers, showing a high degree of cooperation, effectiveness in working with others and offering assistance when needed.
• Projects positive attitude and dedication, with flexibility and consistency.  Leadership qualities highly desirable. 
• Solid project management skills are essential
• Ability to identify process improvement opportunities

Education & Experience Requirements:

Experience:

• 2 years of management or leadership experience
• 5 years of experience in an IT support or technical environment, with significant PC or client/server platform experience. 
• Familiarity with network issues; ideally possesses relevant server experience (e.g., InTune, JamF)
• Previous experience in LAN/network administration or systems administration in a relevant computing environment is highly desirable
• Mobile platform knowledge and support experience is highly desirable
• Extensive equipment support experience with PC and Mac laptops, printers, peripheral devices
• Knowledgeable about networking concepts (TCP/IP, DNS, routing, subnetting).
• Extensive knowledge of remote access technologies.
• Extensive knowledge about current Microsoft Windows and Mac operating systems.
• Extensive experience with security, system management and deployment technologies such as AD/GPO, AdminStudio,  SCCM, Secunia, WSUS, Bitlocker Encryption, Mcafee ePO, WDS

Preferred Experience Requirements:

Education:

• Bachelor's Degree