Associate Manager Managed Services

JOB SUMMARY

Management of technical functions for Managed Services Business Unit

The Associate Manager of Technical Services is responsible for supervising and coordinating the daily activities of a technical services team. This position focuses on managing team workload, supporting team members, and ensuring timely delivery of high-quality technical support services. The Associate Manager will foster a collaborative environment, promote professional growth, and help drive operational efficiency and customer satisfaction.

Key Responsibilities

• Oversee and guide technical services staff, providing mentorship and support to ensure team success.

• Assign and manage workload across the team to meet service commitments and deadlines.

• Promote a culture of accountability, collaboration, and continuous improvement.

• Ensure timely resolution of technical issues, escalations, and service requests.

• Monitor service performance metrics and KPIs to maintain quality and efficiency standards.

• Implement best practices for troubleshooting, preventive maintenance, and technical support

• Assist in developing performance goals and training plans to enhance team capability.

• Identify opportunities for process improvements, automation, and cost optimization.

• Maintain accurate documentation of service procedures, technical reports, and compliance records.

• Build strong relationships with internal teams and external customers to ensure satisfaction and trust.

• Support adherence to industry standards, safety regulations, and company policies.

Qualifications

• Bachelor’s degree preferred but not required.

• 5+ years of experience in technical services or support roles, with at least 2 years at the Senior level or equivalent experience.

• Strong knowledge of technical systems, troubleshooting methodologies, and service management frameworks (ITIL preferred).

• Excellent leadership, communication, and problem-solving skills.

• Ability to manage resources and complex projects effectively.

Preferred Skills

• Familiarity with service management tools and frameworks (ITIL preferred).

• Knowledge of emerging technologies and industry trends.

• Demonstrated ability to drive operational excellence and customer satisfaction.

Work Experience

Experience - 5 + years

Experience Details - relevant work experience

Required/Preferred - Preferred

Management Experience

Management Experience - 0-2 years

Management Experience Details - relevant leadership experience including directing the work of others

Required/Preferred - Preferred but not required