IT Field Operations Manager
Wing
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Manage the end-to-end service delivery of our globally deployed edge IT infrastructure systems and our Technical Operations (TechOps) support function
- Develop and strengthen strategic relationships with IT support vendors
- Own the budget for the IT Field Operations function
- Define and execute the strategic roadmap for IT Field Operations
- Lead cross-functional projects to implement new IT Field Operations capabilities and services
- Partner with IT Engineering and Solutions teams to define requirements for our ITSM capabilities as well as other support tools
- Represent the IT Field Operations function in strategic planning discussions with business and technology leadership
- Serve as the primary escalation point for major operational incidents
Requirements
- 8+ years of experience in IT operations, technical support, or a similar field, with at least 3 years in a management capacity
- BA/BS/MS degree in a related field, and/or relevant skills and equivalent practical experience
- Demonstrated experience managing third-party vendors, managed service providers, or contingent workforces, including contract negotiation, performance management, and financial oversight
- Ideally: Experience managing IT support services in both corporate and geographically distributed field operations environments
- Strong experience with IT Service Management (ITSM) frameworks and platforms (e.g., ServiceNow ITIL / ITSM)
- Strong familiarity with networking and connectivity concepts including software-defined WAN, network infrastructure planning, cellular systems, and VPNs
- Familiarity with the integration and management of corporate IT access, configuration, and monitoring systems (e.g., Puppet, Zabbix, Google Cloud Platform, Google Workspace, MDM platforms, etc.)
- Proven ability to lead and scale an IT support function, including defining strategy, establishing processes, and managing the work of service delivery teams
- Strong interpersonal, analytical, and communication skills, especially for keeping stakeholders and leadership informed of developments and progress
- Ability to operate independently and decisively in an environment with ambiguous and potentially shifting requirements
- Occasional out of area travel may be required to oversee onsite deployment or other IT services activities
- Infrequent early morning, evening, holiday and/or weekend work may be required for critical incident response or support escalation.
Benefits
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT operationstechnical supportIT Service Management (ITSM)ServiceNowITILnetworking conceptssoftware-defined WANnetwork infrastructure planningVPNsconfiguration management
Soft Skills
interpersonal skillsanalytical skillscommunication skillsleadershipstrategic planningindependent decision-makingstakeholder managementprocess establishmentperformance managementbudget management