Information Technology Services Manager

We are seeking an experienced IT Services Manager to oversee and lead both the Field Services and Service Desk teams , ensuring reliable, responsive, and customer-focused IT support across the organization. This role will be responsible for day-to-day service delivery, team leadership, incident and request management, and continuous improvement of IT support operations. This is a direct hire role and mostly onsite in Springfield, MA.

The ideal candidate will have a strong background in IT service management, desktop/endpoint support, service desk operations, and field support, along with proven experience managing technical teams and working directly with business stakeholders.

Key Responsibilities

• Lead and manage the Service Desk and Field Services teams , providing direction, coaching, performance management, and technical leadership.
• Oversee day-to-day IT support operations, ensuring incidents, service requests, and escalations are resolved within established SLAs.
• Manage onsite and remote support for desktops, laptops, mobile devices, printers, conference room technology, and other end-user equipment.
• Coordinate field services activities, including hardware deployments, installations, moves/adds/changes, troubleshooting, and site support.
• Establish and monitor service desk metrics, including ticket volume, response/resolution times, SLA performance, customer satisfaction, and first-call resolution.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
• 5+ years of experience in IT support, service desk, desktop support, or field services.
• 2+ years of experience managing or supervising IT support teams.
• Strong understanding of IT service management and ITIL principles.