Job Description

Managed IT Services Field Supervisor

Pleasanton, CA or Orange, CA | Full-Time
Compensation: $70,000–$85,000 DOE

About Pacific Office Automation

Pacific Office Automation (POA) is the largest independently owned document imaging and technology dealership in the United States. Since 1976, we have expanded to more than 40 branches across 11 western states: Oregon, Washington, California, Arizona, New Mexico, Nevada, Utah, Idaho, Colorado, Texas, and Hawaii.

With decades of success in office technology sales and service, we have built strong partnerships with industry-leading manufacturers including Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many others.

At POA, you'll find a fast-growing technology company that invests in its people. We are committed to providing ongoing training, professional development, and advancement opportunities so our employees can stay ahead in an ever-evolving technology landscape. We foster a collaborative culture where every team member's voice is valued, regardless of title or tenure.

The Managed IT Services (MITS) Field Supervisor serves as a critical leader within our Managed IT team, ensuring seamless coordination between field technicians, clients, vendors, sales teams, and management. This role combines technical expertise, leadership, and customer service excellence to support daily operations while driving team performance and client satisfaction.

The ideal candidate is a proactive problem-solver with strong technical knowledge, exceptional communication skills, and a passion for developing others.

Key Responsibilities

• Provide efficient, timely, and well-documented technical support across a variety of service requests and support tickets.

• Serve as a primary escalation point for complex Field Service issues.

• Build strong relationships with clients, vendors, and internal stakeholders to deliver exceptional customer service.

• Mentor, coach, and support team members through advanced troubleshooting and technical escalations.

• Coordinate desktop deployments, planning, scheduling, and implementation activities.

• Ensure all service tickets and tasks are properly documented and meet established service-level agreements (SLAs).

• Review and maintain accurate time entries for both personal and team-assigned work.

• Drive accountability and effective utilization of the ticketing system.

• Lead daily team operations and coordinate field service activities.

• Foster a culture of customer service excellence, continuous improvement, and professional growth.

• Set performance expectations, evaluate results, and address performance concerns when necessary.

• Identify opportunities to improve processes, workflows, and operational efficiency.

• Ensure the Managed IT Field Services team consistently meets or exceeds organizational goals.

• Perform additional duties as assigned.

Qualifications

• Proven experience in IT support, network administration, managed services, or a related technical field.

• Previous leadership, supervisory, or team coordination experience preferred.

• Strong troubleshooting, analytical, and problem-solving skills.

• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical audiences.

• Experience managing technical projects and coordinating work across multiple team members.

• Familiarity with IT infrastructure, ticketing systems, remote support tools, and CRM platforms.

• Proficiency with Microsoft Office Suite.

Desired Attributes

• Ability to work independently while contributing to a collaborative team environment.

• Strong organizational and time-management skills with exceptional attention to detail.

• Customer-focused mindset with a commitment to service excellence.

• Adaptability and eagerness to learn new technologies and processes.

• Willingness to travel as business needs require.

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

• Equivalent professional experience will also be considered.

Why Join POA?

• Competitive compensation

• Comprehensive benefits package

• Ongoing training and professional development

• Career advancement opportunities

• Collaborative and supportive team culture

• Opportunity to work with cutting-edge business technology solutions

Our Commitment to Diversity & Inclusion

Pacific Office Automation is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, age, religion, veteran status, disability, or any other protected characteristic. We celebrate diversity and believe our differences make us stronger.

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