Technical Services Manager

The Technical Services Manager is a hands-on leadership role responsible for setting technical standards, resolving complex support issues, and developing team capabilities across IT service management, end-user computing, infrastructure and networking, as well as cybersecurity and compliance. This role combines strong technical expertise in service management and end-user support with collaborative leadership to guide infrastructure and security initiatives while coaching and developing a high-performing technical support team.

Competencies:

Nimble Learning

Collaboration

Customer Focus

Instills Trust

Action Oriented

Demonstrates Courage

Persuasion

Decision Quality

Manages Conflict

Optimizes Work Processes

Business Insights

Builds Effective Teams

Drives Engagement

Ensures Accountability

Communication

Strategic Mindset

Financial Acumen

Balance Stakeholders

Manages Complexity

Essential Responsibilities:

The following essential functions represent the primary work performed; however, other responsibilities could be expected that are not detailed here but fall within the scope of this role.

• Build authentic, trusted relationships that promote collaboration, inclusion, and a culture that lives our values every day (Integrity, Dependability, Connection, Action, Growth)
• Set technical standards for excellence, retain hands‑on expertise, and step in as needed to support as a senior escalation point.
• Run IT service management on FreshService and report against availability, response, resolution, and satisfaction targets.
• Own endpoint, device, identity, and Microsoft 365 standards.
• Provide technical leadership for infrastructure, networking, and cloud support; own backup and disaster recovery testing.
• Execute the operational side of the cybersecurity framework and support compliance.
• Build security and infrastructure capability across the team through proactive coaching and training.
• Manage vendors, licensing, and the operational budget within targets.
• Partner with cross-functional teams to proactively resolve process inefficiencies.
• Ensure consistent adherence to SOPs, workflows, and escalation processes as well as consistent execution of work across team members and locations.
• Lead, manage, and develop the Technical Services team:
• Maintain an active and visible presence with the team, providing day‑to‑day support and clear communication to build strong, cohesive teams and effective reporting relationships.
• Develop, implement, and consistently apply standard policies and processes to drive efficiency, clarity, and operational excellence across the team.
• Model a continuous improvement mindset and actively empower team members to identify opportunities, implement improvements, and drive positive change.
• Establish clear expectations and measurable goals aligned with strategic plans, and ensure accountability for meeting quality, performance, and delivery standards.
• Manage performance and support career development, including providing timely feedback, coaching, and taking corrective action when necessary.
• Maintain professional competence and role‑related expertise, staying current on best practices, skills, and knowledge required for effective leadership.
• Ensure effective staffing levels by proactively planning for current and future needs, developing succession plans, and actively participating in recruiting and talent selection efforts.

Minimum Skills, Abilities, and Requirements:

• Bachelor's degree in IT, Computer Science, or related field, or equivalent combination of education and relevant experience.
• Minimum of 7 years in IT operations, infrastructure, or technical support, including at least 3 years leading a team.
• Holistic understanding of computing, endpoint management, and Microsoft 365/identity (Entra ID, Intune).
• Working knowledge of infrastructure and networking (servers, LAN/WAN, firewalls/VPN, cloud) sufficient to lead remediation and coach team members.
• Practical cybersecurity experience: MFA, endpoint protection, backup/DR, and audit-driven remediation.
• Experience managing to SLAs and metrics as well as a track record of mentoring technical staff and raising team capability.
• Proven track record of implementing and executing continuous improvement projects and leading organizational transformation.
• Capable of prioritizing and executing department specific Enterprise IT strategy in an independent and timely manner.
• Strong business acumen and ability to think strategically to contribute toward organizational planning.
• Strong written and verbal communication skills, with the ability to present information clearly, professionally, and persuasively to customers and/or internal partners.
• Creative and results oriented mindset with the ability to collaborate with others to identify and solve issues, make proactive recommendations, and lead through influence.
• Ability to travel to Trafera sites as necessary.

Preferred:

• Certifications such as ITIL, CompTIA Security+/Network+, or Microsoft (MD-102/AZ-104).
• Experience supporting a distributed, nationwide organization.
• Exposure to PCI-DSS or SOC 2, and to device/imaging environments.

Technology and Systems:

• ITSM platform (FreshService preferred)
• Entra ID
• Intune
• Microsoft 365