IT Field Services Manager

Join to apply for the IT Field Services Manager role at H Mart

2 weeks ago Be among the first 25 applicants

Join to apply for the IT Field Services Manager role at H Mart

• 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.
• 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.
• 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.
• 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.
• 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.

• 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.
• 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.
• 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.
• 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.
• 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.

• 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…