IT Technical Services Manager

The IT Technical Services Manager is responsible for leading and developing the IT Technical Services team - including Supervisors, Team Leads, and technical professionals - to deliver high-quality end-user support services across Great HealthWorks and its affiliates. Reporting to the VP of Network Operations, this role owns the day-to-day operation of IT Technical Services, ensuring service excellence, SLA performance, operational efficiency, and strong team performance aligned with organizational goals. The Manager serves as the operational partner to Network Operations, managing the escalation pathway between the two teams and ensuring that issues requiring NetOps involvement are triaged, coordinated, and resolved efficiently., * Lead, coach, and develop Supervisors, Team Leads, and technical staff, including performance management, career development, and succession planning

• Own the day-to-day operation of the IT Technical Services team, ensuring Service Level Agreements (SLAs) are consistently met or exceeded
• Monitor ticket volume, trends, backlog, and resource allocation; adjust staffing, schedules, and priorities to meet changing business demand
• Drive process improvements and operational efficiency, including documentation of best-practice processes and procedures, knowledge base management, and quality-assurance audits
• Serve as escalation point for complex technical and customer-service issues; engage directly with end users, leadership, and vendors as needed to drive resolution
• Serve as the primary operational interface between IT Technical Services and Network Operations; manage the escalation pathway and coordinate with the VP of Network Operations on issues requiring NetOps engagement
• Partner with HR, business stakeholders, and IT leadership to align service delivery with business needs and to support onboarding/offboarding, access management, and end-user technology refresh activities
• Support hiring, onboarding, training, and retention of team members; participate in resume review, candidate selection, and performance reviews
• Manage timekeeping, time-off, and overtime approvals for direct and indirect reports; ensure adequate coverage across shifts
• Own the IT Technical Services operating budget at the team level; track spend, forecast needs, and flag variances to the VP of Network Operations
• Manage day-to-day vendor relationships and coordinate license, subscription, and contract renewals for tools supporting IT Technical Services (e.g., Jira Service Management, InvGate, O365, inventory software); escalate strategic vendor decisions to the VP of Network Operations
• Coordinate procurement of end-user hardware, software, supplies, and services in partnership with vendors and internal stakeholders
• Ensure compliance with company policies and procedures
• Define, track, and report IT Technical Services KPIs and performance indicators; deliver weekly and monthly service-level, trend, and quality reporting to the VP of Network Operations and executive leadership
• Proactively communicate service performance, changes, outages, and major incidents to stakeholders in a timely, professional manner
• Provide after-hours availability to support major escalations, critical incidents, and coordinated work with Network Operations
• Promote a cooperative, harmonious, and engaged team culture that supports morale, productivity, and retention
• Other duties as assigned

Do you have experience in Vendor relationship management?, Do you have a Bachelor's degree?, Minimum Education and Experience

• Bachelor's degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered
• 7+ years of progressive experience in IT technical support or service desk operations.
• 3+ years of people-management experience, including directly managing Supervisors and/or Team Leads
• Demonstrated experience managing vendor relationships and coordinating license, subscription, and contract renewals
• Experience leading a technical services team of at least 10 team members across multiple shifts
• Hands-on experience with a ticketing/ITSM platform (Jira Service Management and/or InvGate) and with end-user technology tools including O365, Microsoft Windows, macOS, Active Directory, and inventory/asset management software
• Experience designing and implementing support processes and documentation standards

Knowledge, Skills and Abilities

• Strong understanding of a Ticketing System Environment
• Knowledge, Skills and Abilities
• Strong leadership and coaching skills
• Excellent communication skills
• Strong analytical and problem-solving ability
• Ability to manage multiple priorities
• Understanding of service desk operations and metric
• Able to work as a team and take initiative
• Comprehensive knowledge of Microsoft Windows and/or Apple operating systems
• Expert computer software and hardware troubleshooting skills.
• Advance knowledge of PC based and software systems.
• Basic network administration ability with Microsoft Active Directory and other network applications
• Strong listening and problem-solving ability
• Ability to explain and document computer systems in terms equivalent to user's experience level
• Good analytical and decision-making skills
• Requires excellent leadership skills, including the ability to prioritize, problem-solve and multi-task in a fast-paced environment
• Bi-lingual in Spanish preferred.

Physical/ Work Environment/ Expectations

While performing duties of job, incumbent is occasionally required to:

• Operate in a professional office environment
• Constantly use work-related equipment
• Occasionally lift and/or move up to 25 pounds
• Sit for extended periods of time
• Ability to work a regular full-time schedule, Monday through Friday, with flexibility to work additional hours, including after-hours, weekends, or holidays, to support major escalations and coordinated activity with Network Operations