The Technical Services Manager is responsible for managing the technical support and project teams, ensuring excellent client service, maintaining high technical standards, and improving operational efficiency. This role combines leadership, technical knowledge, client communication, and process management.

Key Responsibilities

Team Leadership

• Manage and mentor helpdesk, systems, and field technicians
• Conduct regular team meetings, performance reviews, and coaching
• Help recruit, onboard, and train technical staff
• Build a positive, accountable, and service-focused team culture

Service Delivery

• Oversee ticket queues and ensure SLA targets are met
• Improve response times, escalation processes, and customer satisfaction
• Monitor service quality and identify areas for improvement
• Work closely with clients to ensure technical needs are met

Technical Oversight