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Career Story: Information Technology Field Support Manager

Information Technology Field Support Manager

Job Title: Regional Manager, Field IT Support

Type of Company: My company is in healthcare testing and research.

Education: I did not complete college. Attended UMass for a year and Harvard for a year.

Previous Experience: I've worked in various positions within the IT Field since 1985.

Job Tasks: I'm a regional manager of field IT support, with staff that report to me from Cambridge, MA, Baltimore, MD, and Philadelphia, PA. My team supports about 3500 users in areas as diverse as laboratory instrument interfacing, desktop/laptop deployment and support, PBX (phone system) moves/add/changes, voicemail systems, call management, imaging systems, external vendor desktop support and toll-free call routing, and we have other IT projects that require our assistance.

My day is typically spent on conference calls, responding to inquiries, providing statuses, checking on new issues in a ticketing system, addressing new requests, and managing my 100-150 emails that come in daily.

Best and Worst Parts of the Job: the best part of my job: I love interacting with my team and working to complete projects. As a manager from afar, I get to work from home a lot too.

The worst? Being a manager from afar makes it difficult to keep track of those members on my team I can't see and have personal contact with.

Job Tips:
1.) Writing and communication skills are needed to do this kind of work, as effectively communicating is a big part of my job.

2.) Know your IT fundamentals. Take a lot of basic computer classes. My position calls for a broad knowledge of many different IT areas. I'm more like a jack-of-all-trades, and this has afforded me the opportunities to work on many cross functional teams.

Additional Thoughts: At this level you need to be responsive, accountable, not afraid to ask questions, attentive to detail, and communicate effectively. I find that my "customers" appreciate timely updates and routine communication. I also routinely find that no one sends "minutes" out to recap what was discussed during "meetings" that took place, impromptu, in hallways, etc. I'm always careful to send a "this is what we discussed" email so as to leave no doubt on what was requested, decided upon, left out, and other details.

Popular Schools offering Information Technology Administration Management Programs

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Unitek College
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Unitek College™ is a privately held vocational school dedicated to helping you gain the skills needed to advance your career or begin a brand new career. 

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ABCO Technology
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ABCO Technology is an accredited computer training academy that offers diploma programs for individual students, professionals and companies to learn different areas of Information technology and seek gainful employment.

  • Programs: CompTIA IT Project+ , Project Management, PMP, more...
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UEI College
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At UEI College, we want you to succeed. We’re like a family and we want you to be a part of it.

  • Programs: Computer Systems Technician (8-Month Diploma Program)
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Platt College
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Turn your talents into a career at nationally recognized and accredited Platt College.

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Study online with California University of Pennsylvania.

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  • Programs: Information Systems & Technology: Information Security Studies (MS), Information Technology (BS)
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