Technical Services Manager

Position Summary

The Technical Services Leader (TSL) is a key leadership role responsible for overseeing the daytoday operations of a 510 person technical services team ensuring efficient ticket management highquality client support and the professional development of team members. This position acts as the primary liaison between clients and the technical team for escalations coordination and communication while also supporting internal process improvement and employee engagement initiatives.

Key Responsibilities

• Oversee daily ticket management including new and preprocessed tickets ensuring proper documentation and assignment.
• Manage and respond to unique client reporting requests and standard reporting deliverables.
• Provide support for clientinitiated and internal teaminitiated escalation issues.
• Quality check incoming tickets to ensure accurate clear and actionable information is provided.
• Manage orphan tickets and ensure all items are properly assigned and addressed in a timely manner.
• Communicate directly with clients regarding scheduling updates reschedules and resolution updates.
• Reschedule field technicians as needed and notify all affected clients.
• Manage and coordinate responses to clientwide technical issues such as urgent patches and security concerns.
• Ensure daily closeout procedures are followed including time tracking accuracy and processing completed work to Finance.
• Ensure team members submit accurate and timely expense reports.
• Monitor performance against established KPIs and hold team accountable to departmental goals.
• Conduct biannual performance reviews monthly oneonones and Individual Development Plan (IDP) meetings.
• Review and approve PTO requests in line with operational coverage requirements.
• Lead training and onboarding for new hires including process and procedural training.
• Coordinate ongoing education opportunities such as tech trainings webinars and shadowing experiences.
• Identify and address internal process or communication issues that affect team effectiveness.

Qualifications

• Proven experience in a technical services or IT operations environment with leadership responsibilities.
• Strong organizational communication and interpersonal skills.
• Ability to manage competing priorities in a fastpaced environment.
• Proficient with ticketing and scheduling systems.
• Demonstrated ability to coach develop and lead a team.

Education

Associates Degree in Technology or related area required; Bachelors Degree preferred or equivalent experience in the position requirements.

Transportation

Must have a reliable vehicle valid drivers license and valid insurance.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.

River Run provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

Required Experience:

Manager