Sr. Manager, IT Field Solutions

Reports to: VP, Infrastructure and Operations

FLSA Status: Full time

The Opportunity

The Senior Manager, IT Field Solutions is responsible for leading a specialized IT team that provides live, hands-on desktop, laptop, and software support for Service and Control Technicians operating on rooftops, in mechanical rooms, and out in the elements to service critical equipment. This leader ensures that HVAC Service and Control Technicians have reliable access to the tools, software, and connectivity they need to perform at an elite level, day or night.

This role oversees a team that provides a 24x7 support model for specialized technician software , laptops/tablets, VPN, remote monitoring systems, and partners closely with Service Leadership to build an apprenticeship pathway that enables IT Field Support team members to transition into Control Technician roles over time, if desired. The ideal candidate is as passionate about being out in the field as they are about IT - a hands-on, field-aware, and transformational leader who can balance daily operational support with long-term workforce development objectives.

Responsibilities

Field Technician Support & Service Delivery

• Lead the IT Field Solutions team providing support for Service and Control Technicians across all locations.
• Ensure dependable, live support for technician laptops/tablets, software, controllers, gateways, connectivity, and VPN access.
• Maintain support processes suited to rooftop, outdoor, and after-hours work, including on-call coverage.
• Monitor support metrics (response times, resolution rates, technician satisfaction) and drive continuous improvement.
• Align field support practices with IT Service Delivery standards, security requirements, and change management processes.

Stakeholder Engagement

• Serve as the primary point of contact for Service Leadership, ensuring the team's support consistently meets their needs and stays aligned with their strategic priorities.
• Collaborate with Service and IT leaders to align Field Solutions activities with broader growth initiatives.
• Provide regular updates to executive leadership on team performance, deployment status, and apprenticeship progress.

Team Leadership & Apprenticeship Program

• Recruit, lead, and develop a traveling IT Field Support team comfortable working in varied field conditions.
• Design and manage an apprenticeship framework that progresses team members from IT support to supervised Control field work and, ultimately, Control Technician roles in 3-4 years.
• Coordinate cross-training, job shadowing, with Control Technicians to build IT-savvy field talent
• Foster a culture of safety, accountability, adaptability, and continuous learning as team members move between IT and field responsibilities.
• Conduct regular performance reviews and build development plans that support advancement in either IT or Controls career paths.

Process Improvement & Innovation

• Improve field support workflows and dispatching using modern collaboration, remote access, and automation tools.
• Partner with IT and Service teams to introduce tools and processes that enhance HVAC service and controltechnician productivity and experience.
• Track trends in service technology and create programs to keep Meriton's internal talent pipeline competitive.
• Use data and feedback to refine the apprenticeship program and Field Solutions operating model.

Compliance, Safety & Risk Management

• Ensure rooftop, outdoor, and site work, including installations, complies with safety policies, codes, and regulations.
• Coordinate IT and field changes to minimize operational risk when introducing new hardware, software, or processes.
• Ensure field devices and infrastructure adhere to cybersecurity, network, and physical security requirements.

Qualifications

• Bachelor's degree in Information Technology, Engineering, or related field, or equivalent experience.
• 5+ years in IT service or field support, including 5+ years in leadership capacity.
• Experience leading field-based IT teams that support technicians or skilled trades.
• Demonstrated ability to manage a traveling workforce and coordinate multi-site field work.
• Strong collaboration, communication, and customer service skills with technicians and operational leaders.
• Genuine passion for hands-on fieldwork and IT, with the drive to thrive in a fast-paced, high-growth environment with evolving priorities.

Preferred Skills

• Strong communication skills and experience in organizational change management and technology adoption.
• Strong analytical and reporting capabilities, with a focus on customer satisfaction and service performance metrics.
• Ability to lead through ambiguity, drive transformation, and foster a culture of innovation.

Additional Information

This position requires travel to Meriton locations and customer sites across the U.S., including rooftop and outdoor work in varying weather conditions. Salary ranges listed are dependent upon a candidate's qualifications, experience, internal equity, and the budgeted amount for the specific role and location.