Manager, Technical Services Frontline

The Technical Services Frontline Manager leads the frontline team, ensuring exceptional customer service and adherence to service level agreements (SLAs). In addition to managing Tier 1 operations, this role coordinates with other teams to deliver new technologies, process improvements, and system implementations.

Lead, coach, and mentor Tier 1 staff, providing guidance, training, and assignments that prepare them for more advanced IT roles

Create structured development plans and career pathways for Tier 1 employees, enabling skill advancement and creating opportunities for advancement

Build team resilience by promoting a collaborative and supportive environment where employees feel valued, heard, and motivated to grow

Oversee daily service desk operations, ensuring requests and incidents are resolved promptly and SLAs are consistently met

Monitor ticket queues, call metrics, and customer feedback to ensure high quality service delivery and operational coverage

Develop and refine processes that improve efficiency, consistency, and the overall end-user experience, fostering a customer-first culture within the team

Project Management for Technology Initiatives

Coordinate project planning, stakeholder communication, and resource allocation between Tier 1 and Tier 2 teams