Manager, Technical Services Frontline
Core
Leading a Tier 1 frontline IT support team to ensure exceptional customer service, adherence to SLAs, and successful implementation of new technologies and process improvements.
Role type
Manager, Technical Services Frontline (IT Operations)
Builds
IT service delivery, customer support operations, and technology adoption for end-users
Domain
IT Service Management (ITSM), Technical Support, Healthcare/Finance/Manufacturing sectors
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and coaching, Operational oversight of service desks, Project management for technology initiatives, Quality assurance processes, Knowledge management, Data-driven process improvement
Preferred skills
Prompt engineering, Generative AI tools, Automation platforms, Emerging AI technologies in ITSM
Technologies
Generative AI tools, Automation platforms
Responsibilities
Lead, coach, and mentor Tier 1 staff; Oversee daily service desk operations and SLA compliance; Coordinate project planning and resource allocation for new technology rollouts; Implement quality assurance processes including ticket audits and satisfaction surveys; Oversee creation and maintenance of internal knowledge bases; Leverage data and metrics to recommend operational changes
Seniority
Manager, hands-on leadership
