Technical Operations Manager -Managed Services
# Technical Operations Manager -Managed Services **High Touch Talent Solutions** · Freehold, NJ 07728 · `On-site` 🕒 **Статус:** *Опубликовано: 8 дней назад* · *Источник: Indeed* --- ### About the Role Reporting to the CEO, the Technology Operations Manager leads the technical service team and is accountable for the quality and efficiency of the service every client receives. This role manages all technicians, owns client escalations, and ensures clients get what they need and what their agreements promise. The Technology Operations Manager reviews technician time cards, approves and posts time in Autotask, holds the team accountable for productivity, and is a driving force in modernizing Titan's technical operations, using AI and automation to improve efficiency and visibility across the business. The role combines hands-on technical depth with people leadership and operational discipline. Key Responsibilities: Technician Leadership and Management: · Manage all technicians, including hiring input, onboarding, daily direction, coaching, and performance management. · Set daily and weekly priorities and balance workload across technician skill levels, client needs, and projects. · Hold regular one-on-ones and complete quarterly performance reviews using Titan's review and bonus scorecards. · Mentor and coach technicians at every level to build technical skills, certifications, and operational maturity. · Address performance, attendance, and conduct issues promptly and document them per company policy. · Lead weekly team meetings to review open tickets, escalations, projects, and lessons learned. Client Escalations and Service Delivery: · Serve as the escalation point for complex technical issues, service complaints, and critical incidents as needed. · Lead critical incident response, keep affected clients informed, and ensure root cause is identified and documented. · Ensure every client receives the services defined in their agreement and that SLA goals for response and resolution are met. · Maintain trusted advisor relationships with key client contacts and proactively reach out to clients with repeat issues or declining satisfaction. · Review client satisfaction feedback and follow up on negative responses promptly. · Ensure proactive maintenance of backups, patching, and security controls across client environments. Service Coordination, Triage, and Dispatch: · Oversee the triage process so every request from phone, email, Client Portal, and monitoring alerts is ticketed, coded, and prioritized per Triage SOPs. · Oversee scheduling and dispatch of remote and on-site work based on SLA requirements, technician skill and availability, and client relationship. · Ensure technicians have what they need to succeed on the job, including materials, client and job details, scheduling information, and complete ticket notes. · Review open ticket queues daily to prevent aging tickets and SLA breaches. Time Review, Productivity, and Billing Accuracy: · Review technician time cards weekly to confirm entries are complete, accurate, and logged to the correct ticket, work type, and contract. · Approve and post time and charges in Autotask on schedule so billing is accurate and timely. · Review completed, unbilled tickets to confirm that work type, ticket title, time entries, and materials match the work performed, and that every technician who worked the ticket has entered time. · Track technician productivity and utilization against targets, including billable hours, tickets resolved, SLA compliance, reopened tickets, and time entry timeliness, and act on gaps. · Identify unbilled work, out-of-scope requests, and contract overages, and work with management and accounting to resolve them. · Report team productivity and client service metrics to the CEO weekly and monthly. Operations Modernization and AI: · Lead the modernization of Titan's technical operations, using AI and automation to improve efficiency, consistency, and visibility. · Evaluate, pilot, and roll out AI tools for ticket triage and categorization, ticket summaries, time entry notes, client communications, documentation, and knowledge base search. · Build Autotask dashboards and reports that give leadership real-time visibility into ticket volume, SLA performance, utilization, and client health. · Automate repetitive administrative and monitoring tasks using Autotask workflow rules, Datto RMM, and PowerShell scripting. · Set standards for responsible AI use, including protection of client data, and train technicians to use approved tools effectively. · Measure the results of each improvement, such as time saved, SLA gains, and error reduction, and report outcomes to the CEO. Documentation, Standards, and Training: · Ensure accurate, complete documentation in Autotask and IT Glue. · Audit technical documentation and SOPs regularly and drive process improvements across the team. · Establish and enforce standards for system configuration, client environments, and service procedures. · Develop and deliver technical training and knowledge-sharing sessions for the team. Projects and Vendor Oversight: · Lead high-impact client projects from scoping through implementation, ensuring on-time delivery and measurable outcomes. · Oversee vendor coordination for hardware and software procurement, support escalations, and returns. · Ensure IT asset, software license, and inventory records are accurate. Performance Measures: · SLA compliance for response and resolution times. · Technician utilization and billable hours against targets. · Time cards reviewed, approved, and posted on schedule, with minimal billing corrections. · Client satisfaction results and timely resolution of escalations. · Measurable efficiency and visibility gains from AI and automation initiatives. Qualifications: Education: Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field, or equivalent technical or military experience. Experience: · Minimum of 7 years of IT experience in technical support, systems engineering, and service delivery, with Managed Services Provider (MSP) experience strongly preferred. · Minimum of 3 years supervising or leading technicians in a service desk or MSP environment. · Proven track record managing client escalations and improving service metrics. · Hands-on experience implementing AI tools or automation to improve operational workflows. Certifications (Preferred): · ITIL Foundation. · Microsoft certifications such as Azure Administrator Associate or Microsoft 365 Administrator. · CompTIA Network+ or Security+. · Firewall or network security certification (Sophos preferred, or Cisco or Fortinet equivalent). Technical Skills: · Advanced Autotask PSA experience, including time entry approval and posting, contracts, dashboards, workflow rules, and reporting. · Experience with Datto RMM and IT Glue, or comparable RMM and documentation platforms. · Strong knowledge of Microsoft environments, including Windows Server, Microsoft 365, Azure, Entra ID, and Intune. · Solid networking knowledge (VLANs, VPNs, DHCP, DNS) and firewall configuration (Sophos preferred). · Familiarity with virtualization (VMware, Hyper-V) and backup and business continuity solutions. · Working knowledge of PowerShell or Python for automation. · Practical experience with AI tools such as Microsoft Copilot, ChatGPT, or AI features within PSA and RMM platforms. Skills: · Proven ability to lead, coach, and hold a team accountable while maintaining morale. · Excellent written and verbal communication with technicians, clients, and leadership. · Calm, clear, and decisive under pressure during critical incidents. · Strong analytical skills and comfort using data to manage performance. · High attention to detail and strong process discipline. · Ability to schedule and lead remote meetings through Microsoft Teams and Zoom. · Customer-centric mindset. Pay: $90,000.00 - $100,000.00 per year Benefits: - 401(k) - 401(k) matching - Dental insurance - Health insurance - Life insurance - Paid time off - Retirement plan Work Location: In person
Наблюдалась 2026-10-16, впервые 2026-10-08, источник — Indeed.