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Sr. Manager, IT Field Solutions
Meriton
Irving, USA
Full-time
Senior · 5+ years experience
Onsite
Discovered 2 weeks ago
Free
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The Opportunity
The Senior Manager, IT Field Solutions is responsible for leading a specialized IT team that provides live, hands-on desktop, laptop, and software 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 HVAC Service and Control Technicians have reliable access to the tools, software, and connectivity they need to perform at an elite level, day or night.
This role oversees a team that provides a 24x7 support model for specialized technician software , laptops/tablets, VPN, remote monitoring systems, and partners closely with Service Leadership to build an apprenticeship pathway that enables IT Field Support team members to transition into Control Technician roles over time, if desired. The ideal candidate is as passionate about being out in the field as they are about IT — a hands-on, field-aware, and transformational leader who can balance daily operational support with long‑term workforce development objectives.
Responsibilities
- Field Technician Support & Service Delivery
- Lead the IT Field Solutions team providing support for Service and Control Technicians across all locations.
- Ensure dependable, live support for technician laptops/tablets, software, controllers, gateways, 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.
- Stakeholder Engagement
- Serve as the primary point of contact for Service Leadership, ensuring the team’s support consistently meets their needs and stays aligned with their strategic priorities.
- 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.
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