SHR Talent is partnering with a client in its search for a Senior Manager IT Field Operations to lead and support a national team of onsite IT professionals. The Senior Manager IT Field Operations will be responsible for ensuring high-quality, consistent IT support across all locations while driving operational excellence, customer satisfaction, and alignment with organizational technology goals. The ideal candidate for the Senior Manager IT Field Operations role will be a strong leader with deep technical knowledge and experience managing distributed teams in a fast-paced environment, will have excellent communication and organizational skills, the ability to manage multiple priorities in a fast-paced environment, and a willingness to travel up to 20% of the time, as needed.

Responsibilities:

Lead and manage a national team of onsite IT support professionals, ensuring consistent service delivery and operational excellence
Serve as the primary escalation point for complex onsite IT issues in partnership with the Service Desk
Oversee day-to-day field operations, providing coaching, mentorship, and performance management to team members
Manage third-party vendors and supplemental field support resources, including contract oversight and performance evaluation
Collaborate with end user computing teams to support desktop lifecycle management and technology standards
Partner with the Chief Information Officer (CIO) and business stakeholders to align field operations with IT strategy and organizational priorities
Develop, monitor, and improve Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to ensure high-quality service and continuous improvement
Establish and enforce policies, procedures, and best practices for onsite IT support and incident management
Ensure proper installation, configuration, and maintenance of IT hardware across all locations
Oversee onboarding, training, and professional development of field staff
Ensure compliance with security, privacy, and regulatory requirements
Coordinate logistics for equipment deployments, site openings, closures, and relocations
Foster a culture of accountability, collaboration, and exceptional customer service

Qualifications:

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience
5+ years of experience in IT support, field operations, or IT management, preferably in a multi-site or healthcare environment
Proven experience leading distributed teams and managing third-party vendors
Strong technical background in end-user computing, desktop operating systems, networking fundamentals, and IT service management
Experience with hardware lifecycle management and asset tracking
Knowledge of HIPAA, security, and compliance standards, a plus

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Senior Manager IT Field Operations

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