Brief Description
IT Field Support Manager – ABA Centers of America Corporate HQ
Fort Lauderdale, Florida
Leadership Opportunity
Are you a hands-on IT leader who thrives in fast-paced, field-based environments? We’re looking for a proactive
IT Field Support Manager to oversee technical operations across our growing network of clinics in multiple states.
In this role, you’ll lead a geographically dispersed team of IT Field Support Technicians and onsite technicians who provide end-user technology support for our clinics, corporate offices, and remote users. We're looking for a leader who will establish performance standards, drive service excellence, and oversee the day-to-day operations of the field support function in alignment with ITIL and IT Service Management (ITSM) practices.
This role is operationally focused and requires strong people and process leadership, hands-on technical expertise, and a passion for delivering exceptional customer service. The IT Field Support Manager is part of a broader team of regional IT Field Support Managers, each accountable for their own areas while collaborating to align on consistent standards, outcomes, and best practices across the organization.
What You'll Do
- Lead, mentor, and manage IT Field Support Technicians in the local office and across assigned locations, ensuring excellent service delivery and adherence to SLAs.
- Oversee daily field support operations, including incident response, service request fulfillment, hardware troubleshooting, and break/fix tasks.
- Implement and enforce consistent technical and customer service standards across all sites.
- Coordinate support coverage schedules, including mornings, evenings, and weekend shifts to align with business operations.
- Serve as an escalation point for complex or high-impact technical issues.
- Support onboarding/offboarding processes, including hardware provisioning and account setup for new hires.
- Ensure compliance with IT asset management, change control, and information security procedures.
- Oversee the physical installation, relocation, and maintenance of IT hardware in clinical and office environments.
- Collaborate with the IT Service Desk Manager, Infrastructure, and Applications teams to align support strategies and resolve cross-functional issues.
- Monitor ticket queues, prioritize tasks, and track key performance indicators (KPIs) to measure support effectiveness.
- Provide regular reporting on field support activities, metrics, and continuous improvement initiatives.
- Participate in vendor and contractor coordination for onsite work, maintenance, or equipment installation.
- Assist in planning and executing IT support strategies for new site openings, relocations, or closures.
- Foster a culture of accountability, empathy, and white-glove service for high-paced and demanding user groups.
Requirements
Requirements
- Bachelor's degree in computer science, information systems, information technology, or related field (or equivalent experience).
- 5+ years of experience in IT support roles, including at least 2 years managing field or onsite support teams.
- Proven experience in managing distributed IT support staff across multiple locations.
- Hands-on expertise supporting Windows and macOS devices, printers, mobile devices, collaboration tools, and wireless, wired, and WAN network devices.
- Familiarity with ITSM platforms such as ServiceNow or Jira Service Management.
- Understanding of ITIL best practices, particularly around incident, problem, and asset management.
- Strong organizational skills, ability to multitask, and excellent written and verbal communication.
- Ability to lift, move, and install desktop hardware, network equipment, and AV gear as needed.
- Valid driver's license and ability to travel between supported locations.
- Experience supporting healthcare, retail, or similarly regulated environments is a plus.
- Customer-first mindset with a strong focus on user satisfaction and empathy.
- Demonstrated leadership skills and the ability to coach and motivate team members.
- Ability to remain calm and effective in high-pressure situations.
- Analytical thinking and a proactive approach to identifying and resolving issues.
Summary
Full Benefits, Including:
- 21 paid days off (15 days of PTO, which increases with tenure, plus 6 holidays)
- Medical, dental, vision, long-term disability, and life insurance
- Generous 401(k) with up to 6% employer match
About ABA Centers Of America
Listed by Inc. magazine as the 5th fastest-growing private company in the U.S., we are focused on opening new clinics and remaining self-funded without private equity investment. Committed to our sustainability and philosophy of innovation, our Chairman and Founder received the country’s preeminent business award, Ernst & Young’s Entrepreneur Of The Year® 2024 National Overall Award.
We are currently in 12 states with nearly 70 clinical service areas, and our roadmap is expanding. We have the resources and talent usually found at a more mature organization, including fully staffed teams to support marketing, IT, accounting, and clinic growth.
Recruiter ID:
ABA Centers of America participates in the U.S. Department of Homeland Security E-Verify program.
