Field Service Supervisor

Field Service Supervisor Tab Computer Systems Inc - 3.7 East Hartford, CT Job Details Full-time $85,000 - $95,000 a year 3 days ago Qualifications Azure Firewall Driver's License Team management Customer support ticket management IT Computer skills Active Directory management Full Job Description Position Summary 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 delivering 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 (InHouse Support) Team Members ________________________________________

Key Responsibilities Team Leadership & Management:

Supervise, mentor, and develop Field Service Technicians. Conduct quarterly oneonone 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 fieldrelated incidents. Provide seniorlevel technical guidance and support when necessary. Ensure adherence to SLAs and operational standards. Participate in the afterhours/oncall 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, WiFi, 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 clientfacing 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 & Working Conditions:

Ability to work in a standard office environment and at client sites. Ability to use standard office equipment, including a computer. Ability to lift and carry equipment up to 75 pounds. Visual ability to read printed materials and computer screens. Hearing and speech sufficient to communicate effectively in person and by phone. Ability to maintain attention to detail in a fastpaced, interruptiondriven environment.

________________________________________ Compensation Salary range:

$85,000 - $95000, commensurate with experience and market conditions for small business IT leadership roles. This is a full-time, non-exempt position, OT eligible. About Tab Computer Systems Inc With over 40 years of experience, TAB is one of the largest IT service providers in the Hartford Metro area. TAB proudly operates as a 100% employee-owned company. This unique ownership structure cultivates a collaborative environment that encourages a shared commitment to outstanding client service. As a team member, you will directly contribute to our growth and success while sharing the rewards! If you're a driven professional who thrives in a fast-paced, client-focused, client-driven environment, TAB is looking for you! If you enjoy working on a dynamic team that strives to demonstrate honesty and integrity to clients and co-workers, TAB is looking for you! If you are knowledgeable and enthusiastic in your approach to your work, TAB is looking for you!