Job Description

Job Summary

We’re recruiting a Senior Manager of Field Operations for a national provider of field-deployed security and technology systems. This is a newly created leadership role reporting directly to executive management, designed to bring structure, accountability, and strategic oversight to a growing, complex field operations team.

As the company evolves toward a more data-driven and scalable model, this role will bridge the gap between tactical supervisors and senior leadership. The ideal candidate will have experience overseeing distributed technician teams, optimizing the use of internal and third-party resources, and driving execution against service-level expectations.

Key Responsibilities

• Lead day-to-day operations for a team of 30+ field technicians, 2 frontline supervisors, and a remote dispatch team based offshore.
• Oversee scheduling and deployment decisions across all workstreams: installations, removals, relocations, break/fix tickets, and general field service requests.
• Manage and improve the technician resourcing model — balancing internal tech availability with third-party partners
• Own and enforce SLA compliance using tools like Zendesk and internal dashboards to track performance metrics such as time-to-resolution, revisit rate, and installation quality.
• Ensure field technicians document their work thoroughly and accurately to prevent revisits and maintain accountability.
• Maintain and audit scorecards and billing integrity for third-party partners, including dispute resolution and coordination with accounting.
• Drive improvements to resource utilization, cost control, and vendor accountability.
• Act as the primary point of escalation for customer site issues, installation gaps, or service quality concerns.
• Ensure compliance with standardized policies, field protocols, and documentation practices across all technician engagements.
• Use data and operational visibility to forecast technician needs and maintain optimal capacity planning.

Qualifications

• 5+ years of leadership experience in field operations, service delivery, or installation management.
• Demonstrated success managing 25+ field technicians in a high-volume, fast-paced environment.
• Background in low-voltage installations or tech deployment (e.g., AV, structured cabling, access control, security systems).
• Hands-on experience with technician dispatch, scheduling, and workload management.
• Familiarity with Zendesk or equivalent ticketing and field service tools; Salesforce experience is a plus.
• Strong analytical mindset with the ability to interpret service data and identify areas for operational improvement.
• Experience working with (and holding accountable) third-party vendors and contract technicians.
• Comfortable managing remote/offshore dispatch teams and coordinating across functions and time zones.

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