Manager, Technical Services

Job Summary:

The Manager of Technical Services will oversee the day-to-day operations of the technical services department and lead a team of technical support analysts, providing guidance, coaching, and mentorship. They will establish and enforce team policies, procedures, and client relations standards while guiding strategic planning and accomplishing primary department objectives. The team is responsible for the operation and maintenance of individual AWS hosted environments for our internal users/developers as well as the software instances of over 100 external AssetWorks’ customers.

A successful Manager will be a keen problem-solver who is able to delegate tasks and make difficult decisions. Ideal candidates should be able to communicate confidently in both verbal and written form, have a growth mindset, and the ability to manage multiple concurrent projects. 

Job Description:

Duties/Responsibilities  

 

• Manage a team responsible for day to day operations of hosted AWS software instances for over 100 customers. 

• Maintain and optimize existing IT infrastructure to keep the company current and secure.   

• Onboard, train, and manage performance of IT technical staff. 

• Create, present, and execute complex schedule driven IT projects with resource plans and milestones.   

• Review, prioritize, and resolve complex technical cases within the target SLAs.   

• Manage annual capital expenditures including remote hardware and AWS infrastructure costs.   

• Manage escalations from external customers and internal teams, ensuring timely and appropriate resolution.   

• Continuously improve technical support processes, tools, and documentation to enhance customer satisfaction and efficiency. 

• Collaborate with other departments, such as DevOps and Sales, to provide feedback and improve products and services. 

• Oversight of IT data security and maintenance of ISO and SOC2 certification, and other compliance standards. 

Education and Experience:  

• AssetWorks utilizes AWS to host software instances for the majority of its customers.  Eligible candidates must have experience working in this type of setting. 

• Bachelor’s degree in computer science, IT, computer engineering, or similar.   

• 5+ years of experience in technical support or a related field 

• Experience with Apache Tomcat application server administration.  

• Experience with configuration/troubleshooting of SSO (Shibboleth, CAS)  

• Knowledge/experience using Docker. 

• Experience with application/database server administration in AWS. 

• Proficiency with scripting languages such as Bash or Shell scripting. 

 

Required Skills/Abilities:   

• Working knowledge: Communication, multi-tasking, decision making, managing individuals and processes 

• General knowledge: Creative thinking, customer service, logical thinking  

• Thorough knowledge: Linux, AWS, MacOS, Windows, Office