Manager, Technical Services

Primary Purpose: Focused on operational excellence, the manager oversees daily operations of the technical service team (service-desk) to ensure consistent service availability and quality, playing a pivotal role in driving excellence in Information Systems service delivery. Responsible for managing customer expectations, setting the standard for customer engagement within the organization, and serving as a communication bridge between internal and external teams across seven (7) locations.
 
Actively collaborates closely with broader Information Systems teams and customers (Business and Baseball) to conduct needs analysis, evaluating emerging technologies, and recommending innovative solutions that meet current and future organizational needs. Lead with impact ensuring every interaction and system aligns with the highest standards of service and support. 

Essential Duties & Responsibilities

Technical Service Operations & Expertise

• Oversee the delivery of technical services to meet or exceed client and organizational expectations.
• Monitor and track critical alerts, system health, and performance metrics to ensure adherence to service level agreements (SLAs) and company standards.
• Implement and maintain best practices in service delivery and operations.
• Collaborate with cross-functional teams, including audio/visual, network, cloud operations, cybersecurity, and business/baseball systems to troubleshoot and resolve complex technical issues.
• Design, deliver and/or source training classes or workshops focusing on common and key end user technologies.
• Prioritize and manage support requests and project workloads to meet deadlines and ensure customer satisfaction.
• Responsible for implementing communication strategies and processes during outages and crisis management situations that impact the organization, ensuring clear, concise, and timely dissemination of information across multiple channels.
• Analyze current workflows and processes to identify areas for improvement.
• Implement solutions to improve efficiency, quality, and customer experience.
• Monitor industry trends to integrate innovative technologies and strategies.
• Plan, coordinate, and manage technical projects from inception to completion.
• Ensure projects are delivered on time, within scope, and budget.
• Stay informed about emerging technologies, trends, and best practices in IT support. Evaluate new tools, software, and solutions to enhance the capabilities and efficiency of the service desk operations.
• Provide technical guidance and troubleshooting support as needed.
• Ensure compliance with industry standards, regulations, and company policies.
• Coordinate with cross-functional teams to align efforts with organizational goals.
• Perform other duties as assigned.

People Management

• Lead, mentor, and manage a team of four, full-time technical professionals (e.g., service engineers, analysts, and technicians) fostering career growth and development.
• Develop team skills through training, coaching, and professional development opportunities.
• Set clear goals and performance expectations for the team.
• Manage scheduling for on-call and working hours, ensuring optimal resource allocation.

Customer Relationship Management

• Act as a key point of contact for client escalations and critical technical issues.
• Build and maintain strong client relationships to enhance satisfaction and retention.
• Collect and implement continuous feedback to improve services, tools and support experiences and propose tailored solutions.
• Participate in Disaster Recovery and Business Continuity planning, policies, and trainings.
• Analyze survey feedback and root cause of issues, developing strategies for improvement and service enhancement.

Vendor Management

• Procure and manage new hardware/software, ensuring maintenance and service contracts are up to date and useful.
• Manage vendor relationships to support daily operations, ensuring contracts remain effective and valuable.
• Maintain an accurate inventory of all Service Desk assets, including POS Equipment, laptops, desktops, mobile devices, telephones, etc.
• Regularly evaluate procurement partners to identify efficient and cost-effective relationships.

Financial Management

• Develop and manage budgets for technical operations and projects.
• Allocate resources efficiently to meet organizational and client needs.

Education & Experience Requirements

• Minimum 5-7 years of experience in Information Systems Service Delivery and Opera