IT Field Services Manager

5 days ago

Whittier, CA, United States H Mart Full time
Responsibilities but not limited to:

  1. Leadership & Operations Management
    • Lead and supervise the IT Field Services team, providing guidance, performance management, and professional development.
    • Oversee day-to-day IT field operations across retail stores, warehouses, and corporate offices.
    • Establish and monitor KPIs, SLAs, and service quality metrics to maintain operational excellence.
    • Identify recurring issues and implement process or policy improvements for long-term efficiency.
    • Manage hardware lifecycle, procurement, and vendor relationships to ensure timely and cost-effective support.
  2. Strategic Planning & Coordination
    • Align field IT operations with company-wide technology strategies and goals.
    • Plan and execute deployment of new technologies, upgrades, and system rollouts in collaboration with Infrastructure, Service Management, and Product Development teams.
    • Assess technology needs and recommend solutions to support business expansion and innovation.
  3. Customer Service & Stakeholder Management
    • Serve as the escalation point for high-priority or complex technical issues across field locations.
    • Build and maintain strong relationships with regional and store leaders to ensure IT services meet business needs.
    • Promote proactive communication and foster a customer-focused service culture within the IT Field Services team.
  4. Training & Development
    • Oversee training and onboarding programs for new technology users and field technicians.
    • Mentor and coach team members to enhance both technical proficiency and customer service effectiveness.
    • Encourage continuous improvement through knowledge sharing and skill development.
  5. Budget & Resource Management
    • Manage departmental budgets, procurement, and cost control for field IT operations.
    • Forecast staffing and resource needs to support upcoming initiatives and business growth.
Qualifications / Skills:
  1. Experience
    • Minimum 5 years of experience in IT Field Services or IT Operations, including at least 2 years in a supervisory or managerial role.
    • Proven experience managing multi-site environments such as retail stores, warehouses, and corporate offices.
    • Strong ability to drive KPI improvement and lead teams toward measurable service excellence.
    • Experience managing vendors, IT assets, and technology projects.
    • Balance of hands-on technical expertise and strategic leadership.
  2. Education & Certifications
    • Bachelor’s Degree in Computer Science, Information Technology, or a related field.
    • Recognized certifications such as ITIL, CompTIA Network+, CCNA, or equivalent preferred.
    • Project Management certifications (e.g., PMP, CompTIA Project+) are a plus.
  3. Soft Skills
    • Exceptional communication, interpersonal, and conflict resolution skills.
    • Strong analytical and decision-making abilities.
    • Customer-focused mindset with a proactive and solution-oriented approach.
    • Willingness to travel to field locations as required.


Benefits:

  • Health, Dental & Vision insurance / EAP (Employee Assistance Program) per company policy
  • 401 (k) Retirement Plan with up to 5% match per company policy
  • Life Insurance and AD&D (Accidental death & Dismemberment) per company policy
  • BTA Insurance (Business Travel Accident Coverage)
  • Company provided lunch
  • Paid-time off (PTO) and Paid Holidays per company policy
  • Celebration & Condolence Benefits per company policy
  • Employee Discount Program (5%)
  • Holiday Gift certificates per company policy
  • FSA (Flexible Spending Account) per company policy
  • DCFSA (Dependent Child Care Spending Account) per company policy
Work Hours:
  • MON-FRI, 8:00am to 5:00pm
Salary
  • $72,000–$85,000 annually


Equal Opportunity Employer

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.

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