Technical Services Manager
Core
Lead frontline Tier 1 IT support team, ensure SLA adherence, and coordinate technology implementations and process improvements.
Role type
Senior IC Technical Services Manager (IT Operations)
Builds
IT service operations, new technology rollouts, and process improvements for end-users
Domain
IT Service Management (ITSM) / Technology Support
Required skills
Team leadership and coaching, Operational oversight, Project coordination, Quality assurance, Process improvement, Knowledge management
Preferred skills
Prompt engineering, Generative AI tools, Automation platforms, Emerging AI technologies
Technologies
ITSM tools, Automation platforms, Generative AI tools
Responsibilities
Lead, coach, and mentor Tier 1 staff; Oversee daily service desk operations and SLA compliance; Coordinate project planning and resource allocation for technology initiatives; Implement quality assurance processes and ticket audits; Oversee creation and maintenance of knowledge base
Seniority
Senior, hands-on IC with team leadership