Artera HQ - Rochester, NY - 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. 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

•Proactively surface process, tooling, and efficiency improvement ideas to IT leadership rather than only executing assigned directives

•Support corporate M&A and IT integration efforts by assessing and onboarding IT environments at newly acquired OpCo sites under corporate IT direction

•Maintain accurate documentation of team structure, site-specific configurations, support processes, and OpCo relationship notes to ensure continuity across a multi-entity environment

•Travel regularly to OpCo sites to review team performance, meet with local leadership, assess IT needs, and reinforce support standards; travel may require up to 25–30% of work time

Knowledge, Skills, and Abilities:

• Strong hands-on technical proficiency with Microsoft 365, Windows endpoints, Active Directory/Entra ID, hardware, software, and network troubleshooting

• Demonstrated ability to hire, coach, develop, manage performance, and address employee relations matters in partnership with HR and leadership

•Working knowledge of routers, switches, WiFi, AV systems, conference room technology, and site-level infrastructure support

•Strong judgment, discretion, and confidentiality when working across multiple entities, business units, and union/non-union environments

•Ability to manage competing stakeholder priorities while maintaining enterprise IT standards and respectfully pushing back when requests conflict with policy

•Strong communication and relationship-building skills, including the ability to engage confidently with senior executives and site leadership

•Demonstrated ability to identify and implement process improvements, automation opportunities, workflow enhancements, or self-service tools that improve consistency and reduce manual effort

Education & Experience Requirements:

•Minimum of 10 years of overall IT experience, including at least 5 years in a leadership role, preferably leading a distributed or multi-location support team

•Bachelor’s degree or equivalent relevant experience

•Experience administering or enforcing MDM policy through Intune, Jamf, or similar platforms, including compliance reporting

•Experience coordinating device lifecycle activities, including refresh cycles, imaging, provisioning, decommissioning, and vendor or delivery coordination

•ITIL Foundation certification preferred

•Experience working in a complex, multi-entity organization or holding-company structure preferred.

•Construction industry experience preferred

Physical & Work Environment Competencies:

Physical Work Capability

•Work is primarily performed in an office, corporate IT, and operating-company site environment, with regular use of computers, service management platforms, endpoint management tools, Microsoft 365 applications, phones, collaboration systems, and documentation resources

•Requires the ability to sit, stand, walk, view screens, review technical information, communicate verbally and in writing, and maintain focus while troubleshooting issues, reviewing support metrics, and coordinating team priorities

•May require occasional hands-on support activities, including setting up workstations, reviewing equipment rooms, inspecting site-level infrastructure, assisting with conference room technology, or supporting device deployment and refresh activities

•Must be able to lift, carry, move, or handle laptops, monitors, docking stations, peripherals, networking equipment, and related IT assets as needed, up to approximately 25 pounds

Work Environment & Schedule Adaptability

•Work is performed across corporate office settings, OpCo offices, field support locations, equipment rooms, conference rooms, and other business environments where IT support or infrastructure coordination is required

•Work hours generally follow a standard business schedule but may vary based on service demands, incidents, escalations, system changes, executive support needs, site coverage gaps, or business-critical IT priorities

•Approximately 30% travel is required to assigned OpCo sites, company offices, vendor-supported locations, and other business locations to meet with stakeholders, assess support needs, review team performance, coordinate deployments, and reinforce IT standards

•Must be able to respond to changing priorities, urgent escalations, security or compliance concerns, service outages, staffing changes, and competing stakeholder needs while maintaining enterprise IT standards

Supervisory Responsibilities: This position has supervisory responsibility for assigned onsite Tier 2 IT Support Engineers and other IT support personnel within the assigned region or operating-company support structure. Responsibilities include assigning and prioritizing work, setting expectations for service quality, technical execution, documentation, responsiveness, security awareness, and professionalism, reviewing ticketing and SLA performance, coaching team members, supporting technical and professional development, coordinating site coverage, documenting and escalating performance concerns, and partnering with IT leadership and Human Resources on recruiting, onboarding, performance management, employee relations, corrective action, and termination matters as needed.

Equal Employment Opportunity Statement

Artera Services, LLC is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law.