Director of IT Field Support

Riverside Recruiting is seeking a full-time Director of IT Field Support to lead technical operations in Independence, Cuyahoga County, Ohio. If you're a seasoned IT leader ready to build high-performing field teams and drive operational excellence, this is a role where your vision directly impacts organizational success.

About the Role

The Director of IT Field Support leads all aspects of field-based technical service delivery, from team management and resource planning to customer relationship oversight and performance management. You'll develop strategy for on-site support operations, mentor your team, and ensure the organization consistently delivers responsive, expert technical solutions.

What You'll Do

• Build and lead a field support team, establishing clear performance expectations and professional development opportunities
• Manage field operations logistics, including scheduling, resource allocation, and travel coordination
• Own escalation management and drive resolution of complex technical issues
• Establish and monitor service-level metrics, conducting regular reviews to optimize operations
• Cultivate key customer relationships and serve as primary leadership liaison to stakeholders
• Travel up to 20% overnight during the initial six months, transitioning to 10% ongoing

What We're Looking For

• Demonstrated success managing technical field support teams in a leadership capacity
• Solid technical background in IT infrastructure, systems administration, or network support
• Strong communication, delegation, and stakeholder management abilities
• Experience improving processes, managing projects, and driving operational efficiency
• Flexibility to travel as described and adapt to evolving business needs
• Bachelor's degree in IT, Computer Science, Information Systems, or equivalent professional experience

Compensation and Benefits

This full-time leadership position offers a salary of $125,000 to $155,000 annually with up to 10% performance bonus potential. You'll receive 25 days of paid time off, paid holidays, comprehensive medical, dental, and vision insurance, and a 401(k) retirement plan with employer matching contributions.

About Riverside Recruiting

Riverside Recruiting partners skilled professionals with impactful career opportunities across technology and professional services. We're dedicated to understanding both candidate strengths and organizational needs, creating lasting matches that benefit everyone involved.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.