This position has been filled
This job is no longer accepting applications. Browse open EdTech jobs or view current openings at Scholastic or search for Deskside and Field Support Manager jobs.
Summary
The Deskside and Field Support Manager leads a geographically distributed team of IT support technicians, ensuring high-quality service delivery across corporate offices, field locations, and remote environments. This role is accountable for team performance, service delivery excellence, budget adherence, and successful execution of IT support projects.
Job Description
Fast Facts
The Deskside and Field Support Manager will lead a team of IT support technicians, ensuring high-quality service delivery across various locations while managing budgets and overseeing operations.
Responsibilities: Manage and mentor a team of Deskside and Field Support Technicians; oversee daily operations, ensuring timely resolution of IT incidents; and lead IT support projects.
Skills: Proficiency with Windows and macOS environments, Microsoft Office, and ticketing systems; strong customer service and communication abilities are necessary.
Qualifications: Requires a Bachelor's degree in IT or related field with 7+ years of IT support experience, including 3+ years in a supervisory role; strong technical and leadership skills essential.
Location: Remote role with occasional travel (up to 10%) needed; based in New York.
Compensation: $110000 - $125000 / Annually
Job Description:
THE OPPORTUNITY
The Deskside and Field Support Manager is responsible for leading and managing a geographically distributed team of Deskside and Field Support Technicians and Supervisors. This role ensures the delivery of high-quality IT support services across corporate offices, field locations, and remote environments. The manager is accountable for team performance, service delivery excellence, budget adherence, stakeholder engagement, and successful execution of IT support projects. This role requires strong leadership, operational oversight, and strategic collaboration with technology and business units.
RESPONSIBILITIES
Leadership & Team Development
Directly manage and mentor Deskside and Field Support Technicians and Supervisors.
- Set clear performance expectations and conduct regular performance appraisals and reviews.
- Develop and implement training plans to enhance technical and customer service skills.
- Ensure adequate staffing and coverage across all locations based on business needs.
- Foster a culture of accountability, collaboration, and continuous improvement.
Operational Oversight
- Oversee daily deskside and field support operations, ensuring timely resolution of IT incidents and service requests.
- Monitor and report on SLA compliance, ticket queues, and customer satisfaction metrics.
- Own the asset lifecycle management process including procurement, inventory, deployment, and decommissioning.
- Coordinate support for hardware installations, office openings, relocations, and closures.
- Ensure compliance with IT policies and procedures across all support activities.
Budget & Resource Management
- Work with Program Lead and Head of Technology Operations to Develop, manage, and track the annual budget for deskside and field support operations.
- Ensure budget adherence and optimize resource allocation for cost-effective service delivery.
- Collaborate with procurement and finance teams for purchasing, vendor management, and contract negotiations.
- Provide regular budget performance reports to IT leadership.
Cross-Functional Collaboration
- Partner with leads from Technology Operations, Systems Engineering, Desktop Engineering, and business stakeholders to align support strategies with enterprise goals.
- Serve as the primary liaison for deskside and field support matters with internal and external stakeholders.
- Communicate system changes, outages, and project updates to stakeholders and end users.
- Provide actionable insights and feedback to business units on support trends and training needs.
Project Leadership
- Lead and manage IT support projects including hardware refreshes, software rollouts, and infrastructure upgrades.
- Define project scope, timelines, resource requirements, and success metrics.
- Coordinate pilot testing and implementation of new technologies across support teams.
- Ensure projects are delivered on time, within scope, and aligned with business objectives.
About Scholastic
For more than 100 years, Scholastic Corporation (NASDAQ: SCHL) has been meeting children where they are – at school, at home and in their communities – by creating quality content and experiences, all beginning with literacy. Scholastic delivers stories, characters, and learning moments that empower all kids to become lifelong readers and learners through bestselling children’s books, literacy- and knowledge-building resources for schools including classroom magazines, and award-winning, entertaining children's media. As the world's largest publisher and distributor of children's books through school-based book clubs and book fairs, classroom libraries, school and public libraries, retail, and online, and with a global reach into more than 135 countries, Scholastic encourages the personal and intellectual growth of all children, while nurturing a lifelong relationship with reading, themselves, and the world around them. Learn more at www.scholastic.com.
Some benefits that we offer:
- Full suite of health and wellness benefits (including a $0 deductible Medical Plan)
- Retirement Savings Plan 401(k) with options for both Roth and Traditional Contributions
- Tuition-Free programs for undergraduate and graduate degrees
- Generous Parental Leave Program
- Employee Stock Purchase Plan (ESPP) with opportunity for discounted stock at a 15% discount
Thank you for your consideration in choosing Scholastic.
#LI-MV1
#LI-REMOTE
Qualifications
HOW YOU CAN FIT (Qualifications)
Experience and Education:
Education & Experience
- Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent work experience.
- 7+ years of progressive IT support experience, including at least 3+ years in a supervisory or managerial role.
- Proven experience managing distributed support teams and coordinating cross-functional initiatives.
Technical Skills
- Proficiency in Windows and macOS environments.
- Strong knowledge of Microsoft Office, Adobe products, and enterprise ticketing systems (e.g., ServiceNow).
- Familiarity with SCCM, Active Directory, and remote support tools.
- Experience with mobile device management, network troubleshooting, and endpoint security.
Soft Skills
- Strong leadership, communication, and interpersonal skills.
- Customer-first mindset with a commitment to service excellence.
- Ability to manage multiple priorities in a fast-paced environment.
- Willingness to travel occasionally (up to 10%) and work flexible hours as needed.
Time Type:
Full time
Job Type:
Regular
Job Family Group:
Information Technology
Location Region/State:
New York
Compensation Range:
Annual Salary: 110,000.00 - 125,000.00
EEO Statement:
Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran. Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination.