Technical Services Manager job description
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What does a Technical Services Manager do?
The Technical Services Manager is responsible for overseeing all technical support functions, ensuring efficient and effective delivery of services to meet client expectations. This role is vital in maintaining high technical service standards and driving continuous improvement in service methodologies and protocols.
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What are the Key Responsibilities of Technical Services Manager
- Manage and lead the technical services team to deliver exceptional support.
- Develop and implement technical service policies and procedures.
- Collaborate with clients to understand their technical needs and deliver solutions.
- Ensure timely resolution of all technical issues and queries.
- Monitor and report on service performance metrics and improvement strategies.
- Coordinate with product development teams for knowledge sharing and process enhancement.
- Maintain up-to-date knowledge of industry standards and advancements.
- Oversee the management of service contracts and SLAs.
- Plan and execute training programs for technical staff.
What are the Skills and Requirements for a Technical Services Manager?
- Strong leadership and team management skills.
- Excellent problem-solving and analytical abilities.
- Proficient in IT service management tools.
- Effective communication and client relationship management abilities.
- Strong technical knowledge and expertise in the relevant field.
- Ability to manage multiple projects and priorities.
What are the KPIs to track for Technical Services Manager?
The performance of the Technical Services Manager is evaluated based on service delivery efficiency, client satisfaction levels, successful resolution of technical issues, and adherence to service level agreements (SLAs).
Service Delivery Efficiency
Ensure timely and efficient technical service delivery.
Client Satisfaction
Maintain or increase client satisfaction scores.
Issue Resolution
Effective resolution of technical issues within agreed timelines.
Reports to
Director of Operations
Collaborates with
Product Development Team, Client Services Team
Leads
Technical Services Team
Are any specific tools or software required for the Technical Services Manager role?
- Zendesk
- ServiceNow
- JIRA
What is the qualification of Technical Services Manager?
Bachelor's degree in Computer Science or related field, with 5-7 years of experience in technical support or services management.
