Hands-On Service Desk Leader & Technical Coach

SJ Rollins; Bangor (ME); On-site; USD 70,000 - 90,000; Full time

Job summary

SJ Rollins is seeking a Service Desk/Technical Support Manager to provide hands-on leadership, technical escalation, and quality oversight for a multi-tier support team. You will coach technicians, enforce standards, and partner with HR and leadership to develop talent and reduce escalations.

The role requires strong technical depth, root-cause analysis, and the ability to lead from the floor, ensuring consistent, client-focused support aligned with SJ Rollins standards.

Qualifications

• Leadership experience guiding technical teams in a service environment.
• Strong root-cause analysis to ensure complete, compliant solutions.
• On-floor leadership with hands-on coaching and problem solving.
• Clear communication with techs, coordinators, and leadership.

Responsibilities

• Serve as the primary on-floor leader for the Technical Support Team (~20 engineers).
• Act as the first technical escalation point; resolve complex tickets and elevate when needed.
• Walk the floor daily to guide, review, and ensure complete solutions.
• Review tickets for quality, documentation, and adherence to standards.
• Identify recurring issues and drive fixes via training or routing.

Skills

Leadership

Coaching

Technical escalation

Root-cause analysis

Communication

People development

Performance management

On-floor leadership

Job description

SJ Rollins is seeking a Service Desk/Technical Support Manager to provide hands-on leadership, technical escalation, and quality oversight for a multi-tier support team. You will coach technicians, enforce standards, and partner with HR and leadership to develop talent and reduce escalations.

The role requires strong technical depth, root-cause analysis, and the ability to lead from the floor, ensuring consistent, client-focused support aligned with SJ Rollins standards.