Manager, Field Tech Services - Virtual Technologies Group, LLC

Job Title: Manager, Field Tech Services
Travel %: Variable to client sites- up to 30%
Supervisory Responsibility: Yes
Position Type: Full-time
Compensation Range: $90,000 - $120,000 per year

Company Overview:
Join us at Virtual Technologies Group (VTG) for the opportunity to manage our Field Tech team, which provides on-site IT support on a national level to a diverse group of clients. VTG offers tech solutions, ranging from managed IT services, to custom application development, to VoIP, as well as cybersecurity and physical security offerings. 

Job Overview:
The Manager, Field Tech Services will oversee the day-to-day management and strategic direction of our national Field Technician teams. This role is responsible for ensuring high-quality, timely IT service delivery to customers, both remotely and on-site. Key objectives include meeting and exceeding service level agreements (SLAs), driving operational efficiency, and fostering a customer-centric culture. This leader will collaborate with senior management and cross-functional teams to align IT service delivery with business goals.

Responsibilities/Job Functions:

• Lead and support a team of field service technicians and engineers to meet SLAs and customer satisfaction goals.
• Cultivate a positive team culture by promoting engagement and morale-boosting initiatives.
• Train and mentor team members on company procedures, best practices, and ITIL standards to ensure consistent service quality.
• Manage ticket escalations and ensure complex issues are addressed by appropriate escalation teams.
• Conduct performance reviews, providing constructive feedback, mentorship, and coaching.
• Organize regular team meetings to discuss performance metrics, address challenges, and build team cohesion.
• Develop dashboards and reporting tools to monitor SLAs, track workload, and make data-driven adjustments.
• Coordinate and schedule field service operations, ensuring timely and efficient response to service orders.
• Address customer complaints promptly, ensuring professional and satisfactory resolutions, and act as an escalation for customer issues and complaints that may rise to the director level.
• Collaborate with sales and support teams to align service delivery with customer needs and contractual agreements.
• Continuously evaluate and improve field service operations to enhance efficiency, compliance, and customer satisfaction.

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Business Management, or a related field; or equivalent experience as a network or IT systems engineer.
• 6 years of experience in IT service management, with at least 2 years in a leadership role overseeing field service technicians and engineers.
• Strong candidates will have experience working with large, distributed teams and managing a multi-location workforce.
• Demonstrated success in achieving and exceeding SLAs, driving customer satisfaction, and optimizing service delivery within a managed IT service environment.
• ITIL certification or similar IT service management certifications. Strong knowledge of ITIL practices and experience implementing IT service management (ITSM) frameworks.
• Familiarity with industry regulations and compliance standards related to IT services and data security.
• Proficiency with service desk and remote management tools, such as ServiceNow, ManageEngine ServiceDesk, ConnectWise, Datto Autotask, etc.
• Exceptional leadership, communication, and interpersonal skills, with a track record of coaching and developing high-performing teams.
• Excellent analytical skills and ability to use data to drive decisions and efficiencies
• Ability to travel as needed to support field operations and client engagement.

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