Manager Technology Field Support

Manager, Technology Field Support The Manager, Technology Field Support is responsible for leading the team that delivers exceptional technology support services across Goodwill Greater Milwaukee & Chicago locations. This role oversees the daily operation, performance, and continuous improvement of field technology support services for retail stores, mission locations, administrative offices, warehouses, and other organizational facilities. The Manager ensures reliable, secure, and customer-focused support for endpoint devices, mobile technologies, point-of-sale systems, collaboration tools, and site-based technology solutions. The position serves as a critical bridge between business operations and Technology, ensuring that associates can effectively leverage technology to support Goodwill's mission of connecting people to work and preparing people for life. This leader develops a high-performing support organization focused on service excellence, problem resolution, operational consistency, and continuous improvement while advancing Goodwill's mission, values, and strategic objectives. Implements strategy for IT support services. Oversees daily operations, direct staff and ensures implementation of departmental policies, procedures and programs. Maintains operating budget and manages expenses. Communicates budgetary performance. Typically works on projects and initiatives that span 1-2 years and focuses on the creation of systems, processes and programs. Principal duties include: Provides day to day leadership for the IT Field Support teams to achieve the project goals for their assigned tasks and objectives. Researches, suggests, and implements best practices for the provision of IT partner services. Provide ongoing vendor management for outsourced desktop support services. Provide project management for the procurement, installation, and upgrades of all desktop technology. Process Improvement: Comes up with new ways to be productive and efficient at the Help Desk and Field Technician Support, and other departmental areas. Oversees New User Computer Skills Training and ensures that all materials are up to date and that training is targeted to customers' needs. Provides Information Technology training to managers through Goodwill University Classes using good presentation skills. Oversee asset management support and lifecycle management of: Desktop and laptop computers Mobile devices and tablets Point-of-sale systems Printers and peripherals Video conferencing and collaboration technologies Site networking equipment (in coordination with Infrastructure teams) Store technology platforms and related hardware Ensure consistent support processes and service experiences across all locations. Monitor support trends and proactively address recurring issues affecting business operations. Leading and Developing Talent: Manages departmental structure, development and training of staff. Actively networks and sources for positions within the team. Project and Change Management: Plans and manages projects of low to moderate complexity related to departmental function. Manages change with direct reports and participates in the leadership coalition that supports the change. Community Engagement: Understands social trends driving Goodwill's community engagement initiatives, and champions initiatives. Responsible for completing other duties/responsibilities as assigned. Requirements include: Associates Degree or experience equivalency, and a minimum of 3 years' managerial experience or Associates Degree or experience equivalency, and a minimum of 7 years' experience. Bachelor's Degree preferred Leadership competencies include: Business Insight Courage Core cultural competencies include: Customer Focus Values Differences Communicates Effectively Situational Adaptability Drives Results Ensures Accountability Physical/sensory demands include: Ability to remain stationary for sustained periods of time Ability to move about to accomplish tasks Ability to operate a computer or similar technology Visual acuity to perform activities such as preparing data, operating equipment or review thoroughness of work Ability to communicate with others and exchange information When determining placement within the salary range for this position Goodwill Greater Milwaukee & Chicago considers education, experience, internal equity, market demands and other qualifying criteria. It is not typical for individuals to be hired at or near the top of the range for their role and compensation decisions are dependent on facts and circumstances of each case. Certain roles are eligible to participate in an incentive plan. Participation in this plan does not guarantee an incentive payment and is subject to the terms and conditions of the plan, which are subject to change. In addition to compensation, we offer a competitive benefit program that may include medical, dental, vision, short and long-term disability, life insurance, retirement plan, paid time off (PTO) and more. The specifics of each benefit package will vary depending on factors such as full or part time jobs, contracted, temporary, or other job categories. Equal Opportunity Employer (SEW) (GWINT) Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.