Sr. Technical Services Manager

The work location of this position is Hybrid in Pittsburgh, PA.

Wolfe Companies, LLC is in need of an effective leader to concentrate on a myriad of Tech Support issues across the entire company including local IT issues. This role will be an enabler of all IT technical and administrative support functions for M365, business productivity applications, executive support, remote access functions, and manage a team of two tech support engineers.

You'll find detailed information about our company culture, values, and the recognitions we've earned in our industry at the top page of our career site.

Position Summary:

Sr. Tech Services Manager’s primary objective is to rapidly resolve technology issues that are reported through the Wolfe Tech Support system. The position requires a hands-on technical leader who is responsible for delivering world class support experience for teammates, remote workers, and the executive team. The manager is expected to get into the weeds with complex technical issues while thinking about the big picture. Additionally, this manager has strong leadership and communication skills which lead to their team exceeding performance expectations.

Manage all Tech Services Operations:

• Support end user services and develop processes and controls that improve efficiency, follow company policies and IT Service management procedures.
• Oversee back-office operations and provide senior technical level of end user engineering support (operational).
• Manage the problem management, change management and knowledge management processes.
• Work with other Technology teams to ensure alignment of the Tech Service team with overall Technology strategy.
• Develop and implement training programs for the Tech Services team.
• Deliver frontline technical support for teammates both remote and onsite.
• Foster positive end-user relationships and drive customer satisfaction.
• Promote continuous improvement of Tier 1 support, desktop administration, and delivery for all stakeholders.
• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).
• Establish and implement ITIL standards and drive to SOP standards.
• Analyze the business requirements of all SBU’s and departments to determine their technology needs.
• Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership.

Oversee Asset Management and Inventory:

• Tracks the software and hardware purchases for the company. This entails analysis of technology trends and recommendations for effective and economical solutions to IT needs. Inspect the use of technological equipment and software to ensure functionality and efficiency.
• Identify the need for upgrades, configurations or new systems and report to upper management.
• Monitor financial resources.

Teamwork:

• Manages and works with cross-team projects.
• Effectively leads team efforts and integrate the skills and strengths of individuals across teams for project and organizational success.

Employee Supervision:

• Accomplish department/SBU objectives by supervising employees and monitoring their progress and performance.
• Maintain departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
• Develop employees within their roles via coaching, counseling, and disciplining employees.
• Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.
• Conduct annual performance evaluations for all direct reports.
• Maintain a safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.

Qualification:

• ITIL proficiency.
• Strategic/Customer Focus.
• Proficient decision-making and time management skills.
• Strong leadership abilities.
• Maintains current knowledge in use and trends of technology.
• Strong written and verbal communication skills.
• Adaptable, open to change, creative in problem resolution, and innovative in generating solutions.
• Able