JOB SUMMARY

Management of technical functions for Managed Services Business Unit

The Associate Manager of Technical Services is responsible for supervising and coordinating the daily activities of a technical services team. This position focuses on managing team workload, supporting team members, and ensuring timely delivery of high-quality technical support services. The Associate Manager will foster a collaborative environment, promote professional growth, and help drive operational efficiency and customer satisfaction.

Key Responsibilities

• Oversee and guide technical services staff, providing mentorship and support to ensure team success.

• Assign and manage workload across the team to meet service commitments and deadlines.

• Promote a culture of accountability, collaboration, and continuous improvement.

• Ensure timely resolution of technical issues, escalations, and service requests.

• Monitor service performance metrics and KPIs to maintain quality and efficiency standards.

• Implement best practices for troubleshooting, preventive maintenance, and technical support

• Assist in developing performance goals and training plans to enhance team capability.

• Identify opportunities for process improvements, automation, and cost optimization.

• Maintain accurate documentation of service procedures, technical reports, and compliance records.

• Build strong relationships with internal teams and external customers to ensure satisfaction and trust.

• Support adherence to industry standards, safety regulations, and company policies.

Qualifications

• Bachelor’s degree preferred but not required.

• 5+ years of experience in technical services or support roles, with at least 2 years at the Senior level or equivalent experience.

• Strong knowledge of technical systems, troubleshooting methodologies, and service management frameworks (ITIL preferred).

• Excellent leadership, communication, and problem-solving skills.

• Ability to manage resources and complex projects effectively.

Preferred Skills

• Familiarity with service management tools and frameworks (ITIL preferred).

• Knowledge of emerging technologies and industry trends.

• Demonstrated ability to drive operational excellence and customer satisfaction.

Work Experience

Experience - 5 + years

Experience Details - relevant work experience

Required/Preferred - Preferred

Management Experience

Management Experience - 0-2 years

Management Experience Details - relevant leadership experience including directing the work of others

Required/Preferred - Preferred but not required