Technical Services Manager

Overview

As Technical Services Manager, you lead the frontline IT service team to deliver reliable support and meet SLAs. You will coordinate with Tier 2 and other teams to roll out new technologies and improvements, shaping end-user experiences. You drive process optimization, knowledge management, and QA to sustain service excellence. This role offers impact through staff development, cross-team collaboration, and impactful technology implementations.

Responsibilities

• Lead and mentor Tier 1 staff, shaping development plans and career paths
• Oversee daily service desk operations to meet SLAs and maintain high-quality service
• Coordinate with Tier 2 on technology initiatives, rollout planning, and training
• Implement QA processes, ticket audits, and customer feedback loops
• Drive knowledge base creation and maintenance; leverage metrics to inform operational changes
• Collaborate with IT leaders to refine escalation processes and lessons learned for future decisions

Key requirements

• Strong leadership and staff development capabilities
• Excellent interpersonal and communication skills; ability to motivate
• Strategic thinker balancing operational needs with long-term growth
• Proficient in project management principles and service delivery best practices
• Customer-focused mindset and commitment to service excellence
• Knowledge of prompt engineering, generative AI tools, and automation in IT operations (desirable)
• Awareness of AI technologies and their application in IT service management (desirable)

• leadership
• communication
• collaboration
• project management
• service delivery best practices
• prompt engineering and generative AI tools (desirable)

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