Regional Field Support Manager

At Artera Services , we are seeking a Regional Field Support Manager to lead onsite Tier 2 IT Support Engineers across multiple operating companies and serve as the primary point of accountability for team performance, development, and day-to-day management. Actual pay will be determined based on factors including, but not limited to, relevant experience, qualifications, internal equity, estimating complexity, leadership responsibilities, project scope, certifications, and business needs.

At Artera Services, we are seeking a Regional Field Support Manager to lead onsite Tier 2 IT Support Engineers across multiple operating companies and serve as the primary point of accountability for team performance, development, and day-to-day management. This role combines hands-on people leadership with technical ownership across MDM compliance, site-level infrastructure, device lifecycle, ticketing performance, and regional support operations. The Regional Field Support Manager builds trusted relationships with operating-company leadership while consistently applying holding-company IT standards, security requirements, confidentiality expectations, and data-separation policies across all assigned sites.

Pay Range:

The pay range for this position is $120,000-$150,000 annually. This range represents the expected salary compensation for this role at the time of posting. Actual pay will be determined based on factors including, but not limited to, relevant experience, qualifications, internal equity, estimating complexity, leadership responsibilities, project scope, certifications, and business needs. This position may also be eligible for a comprehensive benefits package, subject to plan terms and eligibility requirements.



Core Competencies & Performance Expectations

People Leadership and Team Development:

• Directly manage a growing team of onsite Tier 2 IT Support Engineers serving OpCo locations, including Rochester, NY, Boston, MA, and Wellsville, NY

• Lead the full people-management cycle, including recruiting, hiring, onboarding, coaching, performance reviews, and partnership with HR and IT leadership on disciplinary action, terminations, and other high-impact employment decisions

• Develop team members' technical and professional capabilities through training, mentorship, growth planning, and performance accountability

• Determine and coordinate site coverage when an onsite engineer is unavailable due to PTO, illness, vacancy, or other business needs, including redeploying resources or covering the site directly when necessary



Stakeholder Partnership and Enterprise Standards:

• Build and maintain strong working relationships across each OpCo, including CEOs, leadership teams, and staff, to understand local operational priorities and IT support needs

• Evaluate OpCo requests against holding-company IT standards, security requirements, and cross-company impact before acting; escalate or respectfully push back on requests that conflict with enterprise policy

• Maintain strict confidentiality and operational separation between OpCo environments, particularly union and non-union entities, to prevent data commingling and protect business continuity

• Represent corporate IT standards consistently while balancing local business needs, site-level priorities, and enterprise governance expectations



Technical Operations and Infrastructure Oversight:

• Own MDM policy enforcement and compliance reporting across assigned sites using platforms such as Intune and/or Jamf

• Oversee site-level network and infrastructure health, including routers, switches, WiFi, AV systems, and conference room technology, coordinating with corporate IT and local vendors as needed

• Manage the regional device lifecycle, including refresh planning, imaging, provisioning, decommissioning, and alignment with procurement and asset management standards

• Provide hands-on technical troubleshooting and escalation support across Microsoft 365, Windows endpoints, Active Directory/Entra ID, hardware, software, and network-related issues



Service Delivery, Metrics, and Vendor Coordination:

• Own ticketing and SLA performance metrics for the region, holding the team accountable for resolution time, service quality, and consistent execution

• Serve as the primary execution-level vendor contact for OpCo sites, including delivery scheduling, installation coordination, on-site issue triage, and field-level vendor communication

• Recommend regional IT spend, including hardware refreshes and site equipment, for VP of IT approval and manage execution within approved budgets

• Report team performance, OpCo-specific risks, operational needs, and escalations to the VP of IT



Process Improvement and Business Integration:

• Identify and implement opportunities to automate, streamline, and standardize recurring IT support tasks across OpCo sites

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