POSITION OVERVIEW

We are a technology service provider seeking a Technical Services Manager to provide leadership, technical guidance, and a relentless focus on customer service excellence. This individual will oversee escalated support cases, ensure timely and effective resolution of client issues, and lead the technical staff in delivering outstanding service. The ideal candidate is as comfortable troubleshooting complex network/server problems as they are coaching team members on communication and service skills.

QUALIFICATIONS

• 7+ years of IT support experience, with at least 2 years in a leadership or escalation role.
• Strong background in networking, Windows Server administration, and Microsoft 365 management.
• Proven track record of delivering excellent customer service in technical environments.
• Experience leading and motivating technical teams in a customer-facing role.
• Certifications such as Microsoft MCSA/MCSE, ITIL, CompTIA Security+, or CCNA are preferred.

• Escalation & Problem Solving
• Serve as the primary escalation point for challenging issues across networks, servers, applications, and Microsoft 365.
• Ensure complex problems are resolved with both technical accuracy and customer satisfaction in mind.
• Team Leadership & Development
• Lead, mentor, and coach technical staff to strengthen both technical expertise and customer interaction skills.
• Foster a customer-first culture within the support team.
• Conduct regular training on communication, empathy, and professionalism in client interactions.
• Customer Service Excellence
• Set and enforce standards for response times, communication quality, and follow-through.
• Monitor client feedback and satisfaction, implementing improvements where needed.
• Partner with account management to ensure technical service aligns with client business goals.
• Service Operations Management
• Oversee escalated ticket flow, ensuring SLA adherence and issue ownership until full resolution.
• Work with leadership to improve service delivery processes, documentation, and knowledge bases.
• Participate in QBRs and client meetings to represent the technical team with professionalism and clarity.
• Strategic & Technical Contribution
• Assist in planning and execution of infrastructure upgrades, migrations, and client onboarding.
• Stay ahead of emerging technologies and recommend solutions that add value for clients.