Manager, Technical Services

They provide guidance and mentorship to the technical support team, helping them navigate challenging situations and coaching them toward consistently excellent customer service. In addition, the Manager, Technical Services contributes to process improvement initiatives, knowledge base development, and collaborates with other teams to enhance the overall support ecosystem. The impact they have on the company is substantial, as their technical expertise, effective communication, and top-quality customer focus play an indispensable role in ensuring optimal performance, customer satisfaction, and continuous improvement in technology support. 

Performance Outcomes 

Technical Support  

The Manager, Technical Services is well versed in the tools and systems they support, and will likely have a specific field that they are particularly proficient in (System i, LS App’s, Windows, etc.), and will be seen as a SME (subject matter expert) in that area. As a hands-on leader, their primary work involves advanced troubleshooting and creation of tickets for escalation for support. They will also take on additional responsibilities by working tasks and requests or performing maintenance functions. While they will continue to work largely from emails, calls, and tickets reported by their customers, they will also have Daily/Weekly/Monthly/Yearly tasks or projects and will be responsible for properly recording these tasks. In addition, they will be prepared for learning and helping train others on future tools and systems. 

Individual tasks include:  

• Troubleshoot and resolve issues by applying effective troubleshooting procedures 

• Troubleshoot Microsoft related issues, access issues, network connectivity, hardware swaps, PC setup, and other IT support 

• Serve as an escalation point for technical support issues; implement any necessary preventive measures to reduce customer faults and issues 

• Provide periodic desktop remote control support or monitoring of computer systems and operations 

• Document problems, diagnostics, interactions, next steps, and solutions in knowledge base platforms 

• Document all actions taken to escalate tickets to higher-level support groups as necessary 

• Track software licenses and allocations 

• Engage in ongoing personal study of modern technologies and industry-related knowledge and skills 

Engagement and Collaboration 

The Manager, Technical Services works closely with their team and engages with a wide array of end-users across the company in all kinds of positions and levels. Their influence regularly extends to working more with peers inside and outside of their immediate group to complete tasks and projects. They will work with their team to complete tasks as needed, which may include delegating some items as appropriate. They will be a reliable source for help and information to their team, including training of new procedures and tools. They may also influence and be involved in future rollouts and implementations to the company.  

Engagement responsibilities include:  

• Provide an extraordinary customer service experience, including exercising a calm, patient, and understanding demeanor, with excellent listening and communication skills  

• Promptly respond to technical support requests via phone, email, or instant message  

• Collaborate with peers, team leads, engineers, and others to resolve customer issues 

• Escalate complex issues to the appropriate internal teams or external partners or vendors when necessary, ensuring prompt and efficient resolution 

• Follow-up with customers to ensure accurate resolution for their technical issues 

• Share on-call/escalation responsibilities with your team 

• Actively participate in and help lead team meetings and events  

People Management 

In addition to demonstrating the above skills, the Manager, Technical Services will directly manage one or more people. This maps to the above job details and aptitudes. Expanded duties will include a more prominent leadership role in interactions with other teams. 

Management duties include:  

• Exercise excellence in leadership, helpfulness, and fostering of growth and development among your team; supervise, train, mentor, and hire direct-reports in a hands-on, lead-by-example style; follow-through with appropriate disciplinary directives as needed 

• Partner closely with HR and senior leadership for personnel matters  

• Manage team goals and performance metrics; provide necessary reporting 

• Participate in leadership meetings, discussions, and decision-making processes with leadership peers, both inside and outside of the engineering department as appropriate  

• Provide occasional cross-team assistance with supporting teammates and peers of neighboring teams 

Education, Knowledge, and Experience 

• 5-10 years of industry experience in technical support, help desk support, desktop support, or similar roles 

• High School Diploma or equivalent; higher degree- a plus  

• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Teams, etc) 

• Proven aptitude for quickly learning systems, processes, and procedures, and grasping technical concepts  

• Exceptional written and spoken communication skills with experience in interacting with a range of personalities and styles to establish an effective relationship at all levels of the organization 

• 1+ year of people management experience preferred, or proven leadership aptitudes, such as showing a passion for people and team-building, leading by example, training and mentoring others, interviewing candidates, leading initiatives, etc.  

• Commitment to putting customer safety and satisfaction first  

• Ability to manage competing demands while remaining adaptable and flexible 

• Willingness to learn new approaches and technologies 

• Ability to work well with others in a collaborative environment 

• Attention to detail and quality 

• Open-minded approach to new ideas and approaches 

• Passion for learning new technology 

FLSA Status 

Exempt  

Physical Requirements/ Work Environment  

Employee must be able to sit or stand for long periods of time, with the physical ability to work at the computer or other sedentary tasks for long periods of time. Employee can conduct duties discreetly and impartially. If working remotely, employee is able to work in a space that allows them to effectively complete their job tasks, including having reliable internet connectivity and the ability to participate effectively while on phone and video calls. Ability to work onsite at least some of the time may be required. Employee has regular and predictable attendance and punctuality. Ability to lift up to 50 pounds.