Technical Service Manager

Job Summary

A company is looking for a Technical Service Manager to oversee customer service delivery and ensure operational quality for Tier 1 accounts.

Key Responsibilities

• Manage day-to-day incident, problem, and root cause analysis for Tier 1 accounts
• Ensure end-to-end ownership of the Managed Services onboarding process and facilitate user acceptance testing
• Drive continuous improvement initiatives and prepare periodic metrics reporting for IT teams

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, Communications, or a related field
• Preferred certifications include ITIL v4 Expert/Master and Project Management Professional (PMP)
• 5-10 years of experience in technical support or IT roles, with 3-5 years in a supervisory or managerial capacity
• Experience in vendor management and technical documentation
• Deep understanding of IT infrastructure, network administration, and cloud technologies