Technical Services Manager

Job Type

Full-time

Description

Prosource, the region's leading business technology solutions provider, has been awarded a Top Workplaces 2023 honor by The Enquirer.

The list is based on employee feedback gathered through a third-party survey administrered by employee engagement technology partner Energage, LLC.

The anonymous survey uniquely measures 15 drivers of engaged cultures that are critical to the success of any organization including alignment, execution, and connection, just to name a few.

Technical Services Manager

At Vitis Technologies, we believe that success lies in delivering an unparalleled customer experience. We achieve this by recruiting and hiring the most talented, customer-focused individuals with technical expertise in the industry.

A positive and enthusiastic attitude, coupled with a commitment to providing the best possible user experience, is essential.

Vitis Technologies succeeds in this through our customer-first approach.

As t he Technical Services Manager you will be responsible for leading a team of technical professionals who provide support, maintenance, and enhancements for our clients' organization technology infrastructure and services.

This role requires a balance of leadership ability, management skills, technical expertise and a strong focus on customer service.

The ideal candidate will ensure that all technical service team members meet or exceed performance standards, and that the department operates efficiently and effectively.

Requirements

Key Responsibilities :

• Team Leadership and Development :
• Lead, mentor, and develop a team of technical service professionals.
• Foster a collaborative and positive work environment that encourages continuous learning and growth.
• Set performance goals, conduct regular evaluations, and provide constructive feedback.
• Service Delivery Management :
• Oversee the delivery of technical services, ensuring they meet quality standards and client expectations.
• Coordinate with other departments to ensure seamless service delivery.
• Technical Expertise :
• Provide technical guidance to the team as needed.
• Stay updated on the latest industry trends, technologies, and best practices.
• Ensure that the technical solutions implemented are aligned with business goals.
• Customer Focus :
• Build and maintain strong relationships with internal and external stakeholders.
• Ensure that customer needs are understood and met through effective service delivery.
• Gather feedback to continuously improve the quality of services provided.
• Operational Efficiency :
• Identify opportunities for process improvement and implement changes to enhance efficiency.
• Monitor and report on key performance indicators (KPIs) related to technical service delivery.
• Manage the department's budget and optimize resource allocation.

Key Competencies :

• Technical Acumen :
• Deep understanding of the organization's technology stack and infrastructure.
• Leadership :
• Proven ability to lead, motivate, and manage a technical team.
• Strong decision-making skills and the ability to handle high-pressure situations.
• Communication :
• Excellent verbal and written communication skills.
• Problem-Solving :
• Strong analytical and critical thinking skills.
• Ability to identify root causes of issues and implement effective solutions.
• Customer Orientation :
• Strong focus on delivering high-quality services that meet customer needs.
• Ability to build and maintain strong customer relationships.
• Adaptability :
• Ability to quickly adapt to changing business needs and technology landscapes.
• Willingness to embrace new challenges and continuously improve skills.

Experience and Qualifications :

• Bachelor's degree in computer science, Information Technology, or a related field.
• 5+ years of experience in a technical role, with at least 2-3 years in a leadership or management position.
• Proven experience in managing IT service delivery and technical support teams.
• Strong knowledge of ITIL or similar service management frameworks.
• Relevant certifications (e.g. ITIL) is highly desirable.

Success Indicators :

• High levels of customer satisfaction with technical services.
• Efficient and effective resolution of technical issues and incidents.
• Positive feedback from team members on leadership and support.
• Continuous improvement in service delivery processes and outcomes.

Personal Attributes :

• Proactive : Anticipates challenges and takes initiative to address them.
• Collaborative : Works well with others and promotes a team-oriented environment.
• Detail-Oriented : Pays attention to detail and ensures high-quality work.
• Resilient : Maintains composure and performs well under pressure.
• Innovative : Open to new ideas and approaches to improve service delivery.

This profile outlines the essential qualities, skills, and experiences required for a Technical Services Manager to succeed in their role, driving both team and organizational success.