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- Tasks: Lead and manage IT Field Support, ensuring top-notch client service and efficient operations.
- Company: Join a large organisation with a focus on innovative IT solutions.
- Benefits: Competitive salary, flexible hybrid work, and opportunities for professional growth.
- Other info: Full UK driving licence required; travel between sites is part of the role.
- Why this job: Make a real impact by improving IT services and client relationships in a dynamic environment.
- Qualifications: Experience in IT Field Support, strong technical skills, and excellent communication abilities.
The predicted salary is between 45000 - 55000 £ per year.
Location: Marston Green (On-site for Probation, Hybrid Once Passed)
Network IT are supporting a large organisation in the search for an experienced IT Field Operations Manager to lead and own their client-facing IT Field Support operation. This role is responsible for managing field-based IT services, coordinating Field Engineers in reaction to tickets and client calls, and acting as the most senior technical escalation point for field incidents. This position combines operational leadership, hands-on technical expertise, and client service ownership. You will ensure the efficient delivery of onsite support while maintaining high service standards, strong SLA performance, and excellent client relationships. Due to the field-based nature of this role, the successful candidate must hold a full UK driving licence and be flexible to travel between sites as required.
Role Overview
As the IT Field Operations Manager, you will take end-to-end responsibility for the IT Field Support function. You will manage the day-to-day operation of field services, ensuring Field Engineers are dispatched efficiently in response to support tickets and calls, while also providing senior-level technical oversight. You will serve as the primary escalation point for complex and high-impact issues, guiding engineers through resolution and contributing technically when required. The role plays a key part in maintaining stable client IT operations, improving field service performance, and proactively reducing recurring incidents.
Key Responsibilities
- Lead and manage the IT Field Support function, ensuring high-quality onsite support for clients
- Coordinate and dispatch Field Engineers in response to tickets, incidents, and client calls, maintaining SLA performance
- Act as the senior technical escalation point, providing expert guidance and hands-on support when required
- Manage, mentor, and develop the Field Engineering team, driving performance and technical standards
- Serve as a key client contact during service issues and escalations, maintaining strong working relationships
- Drive continuous improvement by identifying recurring issues, improving processes, and supporting onsite projects and asset management
Strong background in IT Field Support or Deskside Support environments. Proven experience managing or leading field-based IT operations or teams. Hands-on technical experience with: Windows 11, Microsoft 365 (Outlook, Teams), and macOS Laptops, desktops, printers, and mobile devices (iOS / Android). Solid understanding of basic networking (patching, VLANs, WiFi troubleshooting). Experience working with ITSM tools (e.g. ServiceNow) and deployment tools such as Intune. Confidence acting as a senior escalation point in a reactive, client-focused environment. Excellent communication skills and ability to remain calm under pressure.
IT Field Operations Manager employer: Network IT Recruitment Limited
Contact Detail:
Network IT Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Field Operations Manager
✨Tip Number 1
Network with industry professionals! Attend local IT meetups or online webinars to connect with others in the field. You never know who might have a lead on your next opportunity.
✨Tip Number 2
Show off your skills in real-time! Consider setting up a personal project or contributing to open-source initiatives that showcase your technical expertise. This can be a great conversation starter during interviews.
✨Tip Number 3
Prepare for those tricky interview questions! Research common scenarios related to IT Field Operations and think about how you would handle them. Practising your responses can help you feel more confident.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge over other candidates.
We think you need these skills to ace IT Field Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of IT Field Operations Manager. Highlight your experience in managing field-based IT services and any hands-on technical expertise you have with Windows 11, Microsoft 365, and networking.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention your leadership skills and how you've successfully managed teams in the past, especially in client-facing situations.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex IT issues in the past. This role requires someone who can act as a senior escalation point, so demonstrate your ability to remain calm under pressure and guide others through challenges.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the hiring process!
How to prepare for a job interview at Network IT Recruitment Limited
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows 11, Microsoft 365, and basic networking. Be ready to discuss how you've handled complex IT issues in the past, as this role requires you to be the senior escalation point.
✨Showcase Your Leadership Skills
Prepare examples of how you've managed or mentored teams in previous roles. Highlight your experience in coordinating field operations and ensuring high service standards, as this will demonstrate your capability to lead the IT Field Support function effectively.
✨Understand Client Relationships
Think about times when you've maintained strong client relationships during service issues. Be ready to share specific examples that showcase your communication skills and ability to remain calm under pressure, which are crucial for this role.
✨Be Ready for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving skills. Prepare to discuss how you'd handle a high-impact incident or improve processes based on recurring issues, as continuous improvement is key in this position.