Manager, Technical Services Frontline

Overview

In this role you will lead the frontline IT service team at InterSystems Windsor, ensuring excellent service and SLA adherence. You will guide Tier 1 staff, develop structured development paths, and foster a collaborative, growth-oriented culture. You will coordinate with Tier 2 and other teams to plan and roll out new technologies and process improvements, and ensure smooth post-implementation support. You will drive quality assurance and knowledge management to deliver a strong, customer-first end-user experience. This role supports InterSystems’ mission by enabling reliable IT operations and scalable technology adoption.

Responsibilities

• Lead, coach and develop Tier 1 staff with training and assignments for progression
• Oversee daily service desk operations to meet SLAs and ensure prompt resolution
• Coordinate project planning and resource allocation between Tier 1 and Tier 2 teams for technology initiatives
• Implement QA processes, ticket audits and satisfaction surveys to sustain service quality
• Oversee knowledge base creation and maintenance; leverage metrics to drive improvements
• Partner with Tier 2 to capture lessons learned and inform future technology decisions

Key requirements

• Strong leadership and staff development skills
• Excellent interpersonal and communication abilities
• Strategic thinker balancing operational needs with team growth
• Proficient in project management principles and service delivery best practices
• Customer-focused mindset with commitment to service excellence

• leadership
• coaching
• communication
• project management principles
• service delivery best practices
• quality assurance processes

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