Sr. Manager, IT Field Solutions
Core
Lead a specialized IT team providing live, hands-on desktop, laptop, and software support for HVAC Service and Control Technicians operating in field conditions (rooftops, mechanical rooms, outdoors).
Role type
Senior Manager, IT Field Solutions
Builds
Reliable access to tools, software, and connectivity for field technicians; an apprenticeship pathway transitioning IT support staff into Control Technician roles.
Domain
HVAC industry + Field IT Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
IT service management, field team leadership, travel workforce coordination, on-call support management, stakeholder engagement, apprenticeship program design, process improvement, cybersecurity compliance, change management
Preferred skills
Organizational change management, technology adoption, analytical reporting, customer satisfaction metrics, leading through ambiguity, fostering innovation
Technologies
Laptops, tablets, VPN, remote monitoring systems, controllers, gateways
Responsibilities
Lead IT Field Solutions team for live support of technician devices and software; maintain support processes for rooftop/outdoor/after-hours work; monitor support metrics and drive continuous improvement; serve as primary contact for Service Leadership; recruit and develop traveling IT Field Support team; design and manage apprenticeship framework for transitioning to Control Technician roles; improve field support workflows using automation tools; ensure compliance with safety policies and cybersecurity requirements
Seniority
Senior, hands-on IC with leadership responsibilities