Manager, Deskside Services

• The Technical Administration & Support Manager(M2)leads teams of supervisors responsible for delivering reliable highquality technical support and administration services across McKessons technology environment.

• This role plans directs and coordinates daily operational activities ensuring teams achieve defined KPIs related to system stability service availability configuration quality and incident responsiveness. It manages crossfunctional objectives oversees escalations and partners closely with engineers and architects to support deployment maintenance and continuous improvement efforts.

• The Manager ensures alignment with servicelevel expectations governance requirements and technical standards while supporting disaster recovery readiness and oncall operations for critical issues. Emphasizing talent development and operational discipline the role provides coaching performance feedback and capability growth opportunities for supervisors and technical specialists. It strengthens operational performance by optimizing processes managing vendor relationships and stewarding budgets and resources. The role fosters a trustbased inclusive environment that supports longterm operational excellence and the execution of technical strategy.

Key Responsibilities:

• Translate strategic and operational goals into actionable technical support and administration plans aligning team objectives and resource allocations.

• Oversee daily technical operationsincluding incident resolution configuration activities maintenance and deploymentsensuring adherence to standards and timelines.

• Monitor performance metrics evaluate trends and coach supervisors to improve operational efficiency service quality and KPI achievement.

• Implement governance frameworks and ensure compliance with regulatory security and procedural requirements across support teams.

• Coordinate crossfunctional technical activities resolve escalations and support execution of technology initiatives upgrades and problemsolving efforts.

• Lead adoption of new tools workflows and administrative processes; provide handson guidance during testing deployment and troubleshooting.

• Manage vendor relationships track service delivery performance and address quality issues to maintain strong operational partnerships.

• Oversee budgets review expenditures and identify opportunities for cost optimization while maintaining operational reliability.

• Conduct workforce planning onboarding scheduling and skills development for supervisors and technical staff.

• Promote collaboration continuous improvement and knowledge sharing across technical support and administration teams.

Basic Qualifications:

• Bachelors degree or equivalent experience and typicallyrequires 6 years of experience and 1 years of supervisory and/or management experience.

Critical Experience/Skills:

• Intermediate understanding of technical support operations system administration principles configuration management and incident lifecycle processes.

• Knowledge of IT infrastructure components (e.g. servers networks endpoints cloud platforms) and associated support workflows.

• Familiarity with governance compliance and security standards impacting technical support operations.

• Proficiency with support and administration tools such as ticketing platforms monitoring systems change/configuration tools and diagnostic utilities.

• Strong problemsolving and analytical skills for evaluating incidents operational risks and remediation requirements.

• Effective communication skills for technical reporting stakeholder alignment and crossteam coordination.

• Ability to oversee multiple technical initiatives and manage interdependencies across teams and platforms.

• Competence in coaching and developing technical staff capabilities.

• Financial and resourceplanning skills to support budget management forecasting and vendor engagements.

• Behavioralcompetencies at Manager level: Change Advocate Customer & Business Driven Collaboration Decision Making Influencing Others Innovative Thinking Oral & Written Communication Servant Leadership.

Additional Experience/Skills:

• Experience in technical support system administration or IT operations.

• Experience managing technical support teams coordinating operational activities and maintaining performance metrics (uptime response times service quality).

• Exposure to regulated environments technical governance processes disaster recovery readiness and crossfunctional technical operations.

• Demonstrated ability to guide teams oversee technical workflows work with vendors and support decisionmaking through operational insights.