Technical Services Manager

Technical Services Manager

The Technical Services Manager is a hands-on leadership role responsible for setting technical standards, resolving complex support issues, and developing team capabilities across IT service management, end-user computing, infrastructure and networking, aswell as cybersecurity and compliance. This role combines strong technical expertise in service management and end-user support with collaborative leadership to guide infrastructure and security initiatives while coaching and developing a high-performing technical support team.

Competencies:

Nimble Learning - Collaboration - Customer Focus - Instills Trust - Action Oriented

Demonstrates Courage - Persuasion - Decision Quality - Manages Conflict - Optimizes Work Processes

Business Insights - Builds Effective Teams - Drives Engagement - Ensures Accountability - Communication

Strategic Mindset - Financial Acumen - Balance Stakeholders - Manages Complexity

Essential Responsibilities:

The following essential functions represent the primary work performed; however, other responsibilities could be expected that are not detailed here but fall within the scope of this role.

• Build authentic, trusted relationships that promote collaboration, inclusion, and a culture that lives our values every day (Integrity, Dependability, Connection, Action, Growth)
• Set technical standards for excellence, retain hands-on expertise, and step in as needed to support as a senior escalation point.
• Run IT service management on FreshService and report against availability, response, resolution, and satisfaction targets.
• Own endpoint, device, identity, and Microsoft 365 standards.
• Provide technical leadership for infrastructure, networking, and cloud support; own backup and disaster recovery testing.
• Execute the operational side of the cybersecurity framework and support compliance.
• Build security and infrastructure capability across the team through proactive coaching and training.
• Manage vendors, licensing, and the operational budget within targets.
• Partner with cross-functional teams to proactively resolve process inefficiencies.
• Ensure consistent adherence to SOPs, workflows, and escalation processes as well as consistent execution of work across team members and locations.
• Lead, manage, and develop the Technical Services team:
• • Maintain an active and visible presence with the team, providing day-to-day support and clear communication to build strong, cohesive teams and effective reporting relationships.
  • Develop, implement, and consistently apply standard policies and processes to drive efficiency, clarity, and operational excellence across the team.
  • Model a continuous improvement mindset and actively empower team members to identify opportunities, implement improvements, and drive positive change.
  • Establish clear expectations and measurable goals aligned with strategic plans, and ensure accountability for meeting quality, performance, and delivery standards.
  • Manage performance and support career development, including providing timely feedback, coaching, and taking corrective action when necessary.
  • Maintain professional competence and role-related expertise, staying current on best practices, skills, and knowledge required for effective leadership.
  • Ensure effective staffing levels by proactively planning for current and future needs, developing succession plans, and actively participating in recruiting and talent selection efforts.

Minimum Skills, Abilities, and Requirements:

• Bachelor's degree in IT, Computer Science, or related field, or equivalent combination of education and relevant experience.
• Minimum of 7 years in IT operations, infrastructure, or technical support, including at least 3 years leading a team.
• Holistic understanding of computing, endpoint management, and Microsoft 365/identity (Entra ID, Intune).
• Working knowledge of infrastructure and networking (servers, LAN/WAN, firewalls/VPN, cloud) sufficient to lead remediation and coach team members.
• Practical cybersecurity experience: MFA, endpoint protection, backup/DR, and audit-driven remediation.
• Experience managing to SLAs and metrics as well as a track record of mentoring technical staff and raising team capability.
• Proven track record of implementing and executing continuous improvement projects and leading organizational transformation.
• Capable of prioritizing and executing department specific Enterprise IT strategy in an independent and timely manner.
• Strong business acumen and ability to think strategically to contribute toward organizational planning.
• Strong written and verbal communication skills, with the ability to present information clearly, professionally, and persuasively to customers and/or internal partners.
• Creative and results oriented mindset with the ability to collaborate with others to identify and solve issues, make proactive recommendations, and lead through influence.
• Ability to travel to Trafera sites as necessary.

Preferred:

• Certifications such as ITIL, CompTIA Security+/Network+, or Microsoft (MD-102/AZ-104).
• Experience supporting a distributed, nationwide organization.
• Exposure to PCI-DSS or SOC 2, and to device/imaging environments.

Technology and Systems:

• ITSM platform (FreshService preferred)
• Entra ID
• Intune
• Microsoft 365