Regional Technology Services Manager

Job Summary

Managing a team of Technology Service Analysts, the full-time Regional Technology Services Manager will oversee Tier 2 support delivery, staff development, and operational execution of end-user technology services across multiple locations.

Key responsibilities

• Supervise daily operations of Technology Service Analysts, including workload management, performance reviews, and staff development
• Ensure effective handling of Tier 2 incidents and service requests while collaborating with Tier 1 and Tier 3 teams for seamless service delivery
• Identify training needs and coordinate initiatives to enhance team skills and service quality, while maintaining proper documentation and knowledge management

Required qualifications

• 4-6 years of technical support experience with increasing scope and responsibility
• 1-2 years of leadership or supervisory experience in a technical support environment
• Bachelor's degree preferred; equivalent experience considered
• Strong analytical and advanced technical troubleshooting skills across Windows and macOS environments
• Familiarity with ITSM platforms, preferably ServiceNow