dcsimg

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

 
Results:  10
Matching School Ads

Prepare for an exciting new career at the Milan Institute.

Selected Campus Locations:
  • Visalia

Which career path will you take – Business, Nursing, Education, Psychology? Something else? GCU offers more than 100 majors to get you started!

Selected Campus Locations:
  • Online

As a student at South University, Online Programs, you will receive the same quality instruction, variety of learning options and level of service found at the campus locations.

Selected Campus Locations:
  • Online

The Secret to Getting Ahead is Getting Started

Selected Campus Locations:
  • National City

American University is a leader in global education, enrolling a diverse student body from throughout the United States and nearly 140 countries. Located in Washington, D.C., the university provides opportunities for academic excellence, public service, and internships in the nation’s capital and around the world.

Selected Campus Locations:
  • Online

Earn your graduate degree online with Northcentral University.

Selected Campus Locations:
  • Online

Maryville University is a private university in St. Louis County, Missouri.

Selected Campus Locations:
  • Online

Start the next chapter of your life with an Associate or Bachelor degree from Miller-Motte College Online Division.

Selected Campus Locations:
  • Online

Additional Career Stories for Computer Systems Managers

The inside stories from people actually working in the field.
Click a story title to show the story, and click the title again to hide it.

All Types

You are visiting:

What are Career Stories?

Career Stories are concise, real-world career overviews written by people relating their personal career experiences and wisdom. They provide invaluable insights and mentoring advice to students and career changers.

Most stories include:

  • a typical day or project
  • tips and advice
  • best and worst parts
  • educational background
  • previous experience

Browse hundreds of Career Stories

More Details On This Career

Please also see our detailed information about Computer Systems Managers, including:

Back to Top