Technical Services Manager

Company: River Run Computers Inc
Location: Glendale
Posted on: May 19, 2025

Job Description:

Position SummaryThe Technical Services Leader (TSL) is a key leadership role responsible for overseeing the day-to-day operations of a 5-10 person technical services team, ensuring efficient ticket management, high-quality client support, and the professional development of team members. This position acts as the primary liaison between clients and the technical team for escalations, coordination, and communication, while also supporting internal process improvement and employee engagement initiatives.
Key Responsibilities

• Oversee daily ticket management including new and pre-processed tickets, ensuring proper documentation and assignment.
• Manage and respond to unique client reporting requests and standard reporting deliverables.
• Provide support for client-initiated and internal team-initiated escalation issues.
• Quality check incoming tickets to ensure accurate, clear, and actionable information is provided.
• Manage "orphan" tickets and ensure all items are properly assigned and addressed in a timely manner.
• Communicate directly with clients regarding scheduling updates, reschedules, and resolution updates.
• Reschedule field technicians as needed and notify all affected clients.
• Manage and coordinate responses to client-wide technical issues such as urgent patches and security concerns.
• Ensure daily closeout procedures are followed, including time tracking accuracy and processing completed work to Finance.
• Ensure team members submit accurate and timely expense reports.
• Monitor performance against established KPIs and hold team accountable to departmental goals.
• Conduct bi-annual performance reviews, monthly one-on-ones, and Individual Development Plan (IDP) meetings.
• Review and approve PTO requests in line with operational coverage requirements.
• Lead training and onboarding for new hires, including process and procedural training.
• Coordinate ongoing education opportunities such as tech trainings, webinars, and shadowing experiences.
• Identify and address internal process or communication issues that affect team effectiveness.Qualifications
  • Proven experience in a technical services or IT operations environment, with leadership responsibilities.
  • Strong organizational, communication, and interpersonal skills.
  • Ability to manage competing priorities in a fast-paced environment.
  • Proficient with ticketing and scheduling systems.
  • Demonstrated ability to coach, develop, and lead a team.
    EducationAssociates Degree in Technology or related area required; Bachelor's Degree preferred or equivalent experience in the position requirements.
    TransportationMust have a reliable vehicle, valid driver's license, and valid insurance.
    This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.
    River Run provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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Keywords: River Run Computers Inc, Tempe , Technical Services Manager, Executive , Glendale, Arizona