IT Field Operations Manager

About the Role:

Wing is looking for an experienced IT Field Operations Manager to join our IT Services team. This role is based remotely in the US.

In this role, you will be responsible for the delivery, management, and ongoing support of Wing's globally deployed edge IT infrastructure systems, which provide a critical foundation for our autonomous delivery service. As part of this role, you will be responsible for managing our critical Technical Operations (TechOps) support function and team. You will continue to shape and scale our edge IT systems and support functions by defining the core policies, processes, and standards as Wing rapidly scales our business. A key part of this role is managing and strengthening the relationships with our workforce vendors, ensuring the TechOps teams continue to meet Wing's high standards for quality, performance, and ensure the overall stability of our operational technology.

The ideal candidate is a strongly self-motivated builder who thrives in a complex and ambiguous startup-like environment, while skillfully navigating the structure and practices of a larger organization. You will use your strong interpersonal and management skills to shape the present and future of Field IT Operations at Wing, continuing to evolve the TechOps function beyond its current operations focus into a comprehensive IT support organization that serves the entire company. This is a key role with a direct impact on Wing's ability to achieve our ambitious goals for scaling up drone delivery.

What You’ll Do: 

• Manage the end-to-end service delivery of our globally deployed edge IT infrastructure systems and our Technical Operations (TechOps) support function, holding our workforce vendors accountable for meeting SLAs and exceeding quality standards.
• Develop and strengthen strategic relationships with IT support vendors, acting as the primary point of contact for contract management, performance reviews, and financial oversight.
• Own the budget for the IT Field Operations function, including forecasting, cost tracking, and optimizing expenditures to ensure cost predictability.
• Define and execute the strategic roadmap for IT Field Operations, establishing the core policies, procedures, and playbooks that enable a scalable, high-quality global service.
• Lead cross-functional projects to implement new IT Field Operations capabilities and services, managing execution from requirements gathering through to successful rollout and adoption.
• Partner with IT Engineering and Solutions teams to define requirements for our ITSM capabilities as well as other support tools, ensuring they meet the evolving needs of the team.
• Represent the IT Field Operations function in strategic planning discussions with business and technology leadership, ensuring our capabilities align with Wing’s long-term goals.
• Serve as the primary escalation point for major operational incidents, driving resolution by coordinating between vendor partners and internal Wing teams.

What You’ll Need: 

• 8+ years of experience in IT operations, technical support, or a similar field, with at least 3 years in a management or leadership capacity in an IT support environment.
• BA/BS/MS degree in a related field, and/or relevant skills and equivalent practical experience.
• Demonstrated experience managing third-party vendors, managed service providers, or contingent workforces, including contract negotiation, performance management, and financial oversight.
• Ideally: Experience managing IT support services in both corporate and geographically distributed field operations environments.
• Strong experience with IT Service Management (ITSM) frameworks and platforms (e.g., ServiceNow ITIL / ITSM).
• Strong familiarity with networking and connectivity concepts including software-defined WAN, network infrastructure planning, cellular systems, and VPNs.
• Familiarity with the integration and management of corporate IT access, configuration, and monitoring systems (e.g., Puppet, Zabbix, Google Cloud Platform, Google Workspace, MDM platforms, etc.).
• Proven ability to lead and scale an IT support function, including defining strategy, establishing processes, and managing the work of service delivery teams.
• Strong interpersonal, analytical, and communication skills, particularly for keeping stakeholders and leadership informed of developments and progress.
• Ability to operate independently and decisively in an environment with ambiguous and potentially shifting requirements.
• Occasional out of area travel may be required to oversee onsite deployment or other IT services activities.
• Infrequent early morning, evening, holiday and/or weekend work may be required for critical incident response or support escalation.