Technical Service Manager

Milner - Norcross, GA

Full-time

Norcross, GA

Computer and Electronic Product Manufacturing

About the position

The Technical Services Manager will oversee the help desk operations within the Service IT department, ensuring exceptional service delivery and adherence to service level agreements (SLAs). This role involves managing daily operational support, mentoring team members, and aligning IT strategies with organizational goals. The manager will also handle escalations for complex issues and develop reports on service desk performance metrics. The position is based in Norcross, Georgia, and requires a commitment to customer service excellence and continuous improvement.

Responsibilities

• Leads frontline or backline support delivery team, ensuring adherence to SLAs/SLOs, while driving an exceptional experience.
• Manage daily operational support delivery, including scheduling support shift coverage and rotations.
• Provide support through various channels, including phone, email, chat, and in-person.
• Lead and mentor Helpdesk staff, aligning IT strategy with organizational goals.
• Implement a world-class IT support function.
• Maintain efficient processes for system support and collaborate on new platforms and technologies.
• Handle second-tier escalations for more complex issues.
• Develop and analyze daily, weekly, and monthly reports on Service Desk KPIs.
• Prepare monthly reviews with key executives to review progress or improvement plans.
• Recruit, train, and mentor helpdesk team members.
• Ensure the delivery of timely, accurate, and high-quality customer service.
• Establish and implement best practices across the technical support process.
• Develop and deliver regular reports on the helpdesk team's productivity.
• Continuously monitor and analyze service desk performance metrics.
• Design, document, and enforce helpdesk policies and protocols.
• Manage the onboarding and offboarding process for new employees.
• Maintain strong relationships with key vendors related to helpdesk operations.

Requirements

• 5+ years of experience managing and overseeing help desk operations.
• Strong troubleshooting skills across a wide range of technical issues.
• Hands-on experience using common PC hardware and productivity software.
• Exceptional written and verbal communication abilities.
• Demonstrated leadership and mentoring capabilities.
• Strong organizational and time management skills.
• Ability to adapt and innovate in a fast-paced environment.
• Customer service orientation with a positive attitude.