Technical Services Manager

Overview

In this Technical Services Manager role, you’ll lead the frontline IT service team to deliver reliable Tier 1 support and ensure SLAs are met. You’ll coordinate with Tier 2 and other teams to roll out new technologies, optimize processes, and implement system enhancements. The position emphasizes people development, process excellence, and a customer-first culture. You’ll influence how incidents and requests are resolved, while shaping long-term team growth and IT service strategy.

Responsibilities

• Lead, coach and develop Tier 1 staff with structured career paths
• Oversee daily service desk operations and ensure SLA adherence
• Improve processes for efficiency and a positive end-user experience
• Coordinate with Tier 2 on project planning and resource allocation
• Develop rollout strategies and training for new technologies
• Ensure readiness of Tier 1 to support new systems post-implementation
• Implement QA processes including ticket audits and feedback reviews
• Collaborate to optimize escalation paths for complex issues
• Maintain knowledge base and leverage metrics to drive improvements
• Partner with Tier 2 to feed lessons learned into future tech decisions

Key requirements

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

• leadership
• communication
• inspiration and motivation
• prompt engineering (desirable)
• generative AI tools (desirable)
• automation platforms in IT operations and customer support (desirable)

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