What are the responsibilities and job description for the Field Manager position at Vision Information Technology Consultants LLC?
Job Details
Job Description
Overview
At Vision IT, we put people first-our employees, their families and customers. As a Field Manager, you will lead with compassion, ensuring seamless IT service delivery while fostering excellence, collaboration, and proactive problem-solving. This hands-on leadership role is critical to maintaining high-quality IT support for the 61st Communications Squadron, Space Systems Command (SSC), Los Angeles AFB, and ensuring a mission-ready workforce. You will oversee on-site Field Services operations, manage staff schedules, uphold Service Level Objectives (SLOs), and collaborate with Government leadership to address evolving IT needs. Through strong team leadership and customer-focused service, you will drive performance and maintain high operational standards.
(This Position is Contingent Upon Award of Contract)
Key Responsibilities
Servant Leadership & Team Development
- Lead by example, ensuring Vision IT's People First culture is reflected in every interaction and team engagement.
- Foster a supportive and growth-oriented environment where Field Technicians are empowered to excel.
- Maintain transparent communication with Government personnel to enhance collaboration.
- Develop and manage staff schedules, workload distribution, and 24/7 on-call rotations to ensure uninterrupted mission support.
- Promote servant leadership, maintaining high morale while ensuring compliance with DoD and Air Force IT policies.
- Oversee training programs, ensuring team readiness and adherence to operational standards.
Customer-Focused IT Service Delivery
- Oversee field service operations, ensuring high-quality Tier 2 desktop support, VIP services, ISP infrastructure maintenance, and IT asset management.
- Ensure responsive and proactive customer interactions, aligning with Vision IT's Compassion-driven service approach.
- Maintain service excellence by monitoring performance trends via Enterprise IT Service Management (EITSM) and ensuring compliance with Service Level Objectives (SLOs).
- Manage VIP and executive IT support, ensuring seamless, high-priority service for approximately 350 VIP users.
- Coordinate with network and telecom teams to support VoIP, video teleconferencing (VTC), and A/V systems, ensuring communication room infrastructure remains fully operational.
- Oversee mobile device support, including provisioning, troubleshooting, and policy compliance.
- Work closely with Government leadership to define and maintain VIP user lists and service priorities.
- Attend Government meetings (weekly, monthly, ad-hoc) to align IT service efforts with mission objectives.
- Enforce customer service best practices, ensuring consistency in problem resolution and quality assurance.
Operational & Quality Excellence
- Oversee IT field services across multiple locations, ensuring seamless support for 6,000 users.
- Proactively address IT challenges in recurring and ad-hoc Government meetings, aligning operations with mission objectives.
- Optimize service delivery through process improvements, best practices, and data-driven performance analysis.
- Ensure adherence to IT security standards, incident response protocols, and cybersecurity best practices.
- Maintain comprehensive documentation, performance reports, and operational plans for full visibility into field operations.
Qualifications & Required Experience
- 5 years of experience managing IT field services, telecommunications, or desktop support, with 3 years in a leadership role.
- Expertise in IT Service Management (ITSM) tools such as ServiceNow, Remedy, or equivalent.
- Hands-on experience in Tier 2 desktop support, VoIP administration, video conferencing, and IT asset management.
- Proficient in Microsoft Office Suite and collaboration tools like Teams and SharePoint.
- CompTIA Security equivalent or higher
Certifications (Preferred):
- ITIL Foundation
- BICSI Technician Certification
Security Clearance: Secret or higher (must be eligible for DoD clearance).
Why Vision IT?
At Vision IT, we lead with People First, ensuring our employees and customers thrive. We cultivate an environment of compassion and servant leadership, empowering our teams to drive mission success. If you are passionate about delivering excellence, solving complex IT challenges, and leading a high-performing team, join us in shaping the future of IT field services for the Department of Defense.
At Vision IT, we prioritize the health, well-being, and financial security of our employees with a comprehensive benefits package, including:
- 401(k) Plan: Company matching contributions to help you save for retirement.
- Dental & Vision Insurance: Coverage for dental care, eye exams, glasses, and contacts.
- Health Insurance: Comprehensive medical coverage.
- Paid Time Off (PTO): Generous policy to maintain work-life balance.
- Disability Insurance: Short-term and long-term protection for financial stability.
- Life & AD&D Insurance: Coverage for life and accidental death/dismemberment.
- Supplemental Benefits: Voluntary benefits for critical illness, accident, and hospital care.
We are dedicated to supporting your health, well-being, and long-term financial goals.
Vision IT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Vision IT complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Vision IT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with Vision IT's employees' ability to perform their job duties may result in discipline up to and including discharge.
