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
