Position Overview

The Field Services Supervisor (FSS) is responsible for leading and overseeing field-based technical support operations across client environments. This role manages a team of field technicians who deliver onsite IT support, installations, maintenance, and project services. The FSS ensures service excellence, SLA compliance, operational efficiency, and high levels of customer satisfaction. The ideal candidate combines strong technical expertise with effective leadership skills, operational discipline, and a customer-first mindset.

Team Structure

This position directly supervises:

• 8 Road Technicians
• 2 POD (In-House Support) Team Members

Key Responsibilities

Team Leadership & Management:

• Supervise, mentor, and develop Field Service Technicians.
• Conduct quarterly one-on-one meetings and annual performance reviews.
• Foster a culture of accountability, collaboration, and service excellence.
• Lead departmental meetings using the Entrepreneurial Operating System (EOS) framework.
• Ensure proper time entry, documentation accuracy, and accountability across the team.

Service Delivery & Operations:

• Oversee quality control of fieldwork, ensuring tickets and documentation are accurate, complete, and timely.
• Serve as the primary escalation point for field-related incidents.
• Provide senior-level technical guidance and support when necessary.
• Ensure adherence to SLAs and operational standards.
• Participate in the after-hours/on-call support rotation.
• Occasionally work outside standard business hours to support client needs or meet project deadlines.

Process & Continuous Improvement:

• Develop, document, and refine field service procedures.
• Identify opportunities to improve efficiency, utilization, and service quality.
• Track and report service metrics and KPIs to leadership.
• Support continuous improvement initiatives across service delivery.

Client Relationship Management:

• Ensure professionalism and high customer satisfaction during all onsite engagements.
• Address client concerns and escalations in a timely and effective manner.

Technical Oversight

Provide advanced troubleshooting and oversight for:

• Servers and workstations
• Microsoft environments (Microsoft 365, Azure, Active Directory)
• Networking (firewalls, switches, VLANs, Wi-Fi, VPNs)
• VoIP systems
• Backup and disaster recovery solutions
• Ensure adherence to security standards and best practices.
• Oversee POD personnel engagements.
• Manage Shipping & Receiving and IT inventory processes.

Required Qualifications

• 5+ years of IT support experience within an MSP or managed services environment.
• 2+ years of leadership or supervisory experience.
• Associate degree or equivalent work experience required; Bachelor’s degree preferred.
• Strong knowledge of Microsoft environments (Microsoft 365, Azure, Active Directory).
• Experience with RMM, PSA, and ticketing systems.
• Solid networking knowledge (TCP/IP, DNS, DHCP, firewalls, VPNs).
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication skills.
• Strong client-facing professionalism.
• Valid driver’s license and ability to travel to client sites.

Preferred Qualifications

• Relevant industry certifications (e.g., CompTIA Network+, Security+, Microsoft 365, SonicWall).
• Experience managing SLAs, KPIs, and service performance metrics.

Physical Requirements

• Ability to lift and transport equipment weighing up to 75 pounds.
• Mobility to work in a standard office setting and to sit and stand for a period of time.
• Vision to read printed materials and see a computer screen; and hearing and speech (English Language) to communicate in person and over the telephone.

Compensation & Benefits

• Competitive starting salary with performance-based incentives.
• This is a full-time, non-exempt position, OT eligible
• Comprehensive benefits package, including:
  • Company-shared cost medical and dental plans.
  • 401(k) plan with company matching.
  • Annual bonus program and performance awards.
  • Accelerated vacation schedule.
• Professional growth opportunities:
  • Access to ongoing training resources, virtual labs, and study materials.
  • Company-funded certification exams.

Additional Details

• TAB operates a 24/7 support service, and technicians are occasionally required to assist during evenings or weekends in the event of a client emergency on a rotational basis.
• This role is ideal for self-motivated, ambitious individuals who thrive in a fast-paced, dynamic work environment.