Manager - Field and IT Support Operations

Company Summary Statement As one of the largest investor-owned utility companies in the United States, PPL Corporation (NYSE: PPL), is committed to creating long-term, sustainable value for our 3.5 million customers, our shareowners and the communities we serve. Our high-performing regulated utilities — PPL Electric Utilities, Louisville Gas and Electric, Kentucky Utilities and Rhode Island Energy — provide an outstanding experience for our customers, consistently ranking among the best utilities in the nation. PPL’s companies are also addressing challenges head-on by investing in new infrastructure and technology that is creating a smarter, more reliable and resilient energy grid. We are committed to doing our part to advance a cleaner energy future and drive innovation that enables us to achieve net-zero carbon emissions by 2050 while maintaining energy reliability and affordability for the customers and communities we serve. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.

NOTE:  This role is hybrid requiring 3 days a week in office at one of our locations:  Louisville, KY; Allentown, PA or Johnston, RI.  #INDPPL   LI-Hy   The Manager, Field and IT Support Operations is responsible for the leadership and day-to-day delivery of field support, desktop support and on-site technology services across the company's operating entities. This leader oversees support for approximately 11,000 workstation endpoints and manages a team of employees and managed service provider (MSP) personnel delivering Level 3 support, smart-hands services, and end-user support across sites in three U.S. states (PA, KY, RI).   The role is accountable for service performance, colleague experience, operational consistency, vendor management, and continuous improvement. Responsibilities also include evaluating, designing, and establishing a world-class IT Tech Bar and walk-up support model.

Lead day-to-day field support and IT desktop support operations across all operating companies, ensuring consistent, reliable, and colleague-centered service delivery. Accountable for the full colleague technology equipment lifecycle operation of the team including compliance, refresh, asset management, and colleague experience sentiment across the domain. Standardize services, processes, tools, performance measures, and colleague experiences across all three operating companies while accounting for local business and site requirements. Direct a 20-person MSP delivering Level 3 support, IT smart-hands services, and end-user support across 90+ sites in four U.S. states. Lead workforce planning, role clarity, training, coaching, and performance expectations for internal staff and service-provider resources. Own vendor operational performance, including SLA adherence, backlog health, ticket aging, resolution quality, staffing, productivity, escalation management, customer satisfaction, and corrective action plans. Establish clear service expectations, governance routines, scorecards, and executive reporting that translate operational metrics into business impact, risks, and actions. Define service catalogs, operating-level agreements, RACI models, support boundaries, and escalation paths that create clear accountability across internal teams and suppliers. Own and continuously improve support playbooks, runbooks, SOP, knowledge articles, escalation paths, and support major-incident recovery practices. Serve as the senior escalation point for complex or high-impact field and desktop support issues, coordinating effectively with Infrastructure, Network, Cybersecurity, application teams, business leaders, and service partners. Build trusted partnerships with operating company leaders and colleagues to understand service needs, resolve recurring pain