Senior Technical Services Manager

Ascend Technologies; Little Rock (AR); On-site; USD 90,000 - 110,000; Full time

Job summary

Ascend Technologies in Conway, Arkansas, seeks a Senior Technical Services Manager to lead IT Managed Services and contribute hands-on senior engineering work. This onsite role involves directing Technical Operations, Network Engineering, and Systems Engineering teams, while ensuring availability, security, and performance of core services in a healthcare environment.

The role requires 10+ years of leadership in technical services, ITIL/Knowledge Management expertise, and strong communication

Qualifications

• Bachelor's degree required or equivalent experience.
• Strong ITIL and Knowledge Management background, especially change management.
• Proven ability to manage and improve IT services and quality.
• Experience leading technical operations and engineering teams.
• Excellent written and verbal communication and organizational skills.
• Experience with managed services or outsourced teams is preferred.
• Demonstrated problem solving and analytical thinking in complex environments.

Responsibilities

• Lead and develop multidisciplinary teams across Technical Operations, Network, and Systems Engineering for a 24x7 healthcare environment.
• Ensure availability, performance, security and supportability of infrastructure services across multiple domains.
• Participate in major incident response and drive root cause analyses and remediation.
• Oversee incident, problem, change, and configuration management practices.
• Translate client priorities into actionable plans with CIO, IS Director, and stakeholders.
• Manage service levels, reporting, risks, escalations, and continuous improvement plans.
• Develop infrastructure roadmaps, refreshes, migrations, and budgets with vendors.
• Coordinate production changes, maintenance windows, on-call coverage, and contingency planning.

Skills

ITIL & KM

Change management

Analytical thinking

Problem solving

Communication (oral/written)

Organizational skills

Managed services experience

IT initiatives experience

Education

Bachelor's Degree

Job description

Senior Technical Services Manager

This is a fully onsite position located in Conway, Arkansas.

Purpose

This position leads IT Managed Services within the Technical Services organization as a player/coach — responsible for both managing the team and contributing hands‑on at a senior systems engineering level. Management responsibilities include overseeing and executing strategic division initiatives, managing team staffing and schedules, helping the team prioritize daily workload, and serving as the escalation point for complex issue resolution. When needed, this role actively participates in the delivery of technical work — applying foundational senior systems engineering skills to design, implement, and support the environment alongside the team, and modeling the standard of quality and professionalism expected of the group.

Responsibilities

• Lead, coach, and develop multidisciplinary Technical Operations, Network Engineering, and Systems Engineering teams supporting a 24x7 healthcare environment.
• Lead, coach, and develop multidisciplinary Technical Operations, Network Engineering, and Systems Engineering teams supporting a 24x7 healthcare environment.
• Ensure the availability, performance, security, and supportability of network, server, cloud, identity, endpoint, Microsoft 365, backup, and related infrastructure services.
• Participate in major incident response, prioritize patient-care and business-continuity impacts, communicate with client leadership and ensure root cause identification and remediations are completed.
• Oversee incident, problem, change, request, configuration, capacity, patching, vulnerability remediation, and lifecycle management practices.
• Partner with the client CIO and IS Director, and clinical, business, security, privacy, compliance, application, and vendor stakeholders to translate priorities into actionable plans.
• Manage service levels, operational reporting, contractual commitments, risks, escalations, and continual improvement plans.
• Develop and execute infrastructure roadmaps, refreshes, migrations, resilience improvements, asset controls, budgets, and vendor performance plans.
• Coordinate production changes, maintenance windows, on‑call coverage, documentation, and contingency planning to minimize disruption to critical healthcare operations.

Minimum Skills, Education and Experience

• Preferred education: Bachelor's Degree.
• 10 + total years of progressively responsible leadership roles relating to technical services in the managed services or consulting industry.
• Strong background in ITIL and Knowledge Management processes,preferably with a focus on Change management.
• Experience and proficiency with information technology initiatives and has “been there, done that” experience.
• Demonstrated strength in analytical thinking, problem-solving, and IT quality management.
• Excellent organizational, verbal and written communication skills.
• Thoroughly and accurately understand issues and analyze the problem in a systemic fashion.
• Experience working on a managed services or outsourced team is preferable.

Starting Compensation Range: $100,000 per year

The salary for this position is commensurate with experience, skills, and qualifications. The range is intended to reflect our commitment to attracting top talent, and the final offer will be based on factors including, but not limited to, the candidate's previous experience, expertise in the field, relevant certifications, and the specific requirements of the role. In addition, internal equity, market trends, and geographic location may also influence the final salary.

At Ascend Technologies we firmly believe that diversity, equity, and inclusion are not only fundamental values but also powerful drivers of innovation, growth, and success. We are committed to fostering an environment where every individual feels valued, respected, and empowered.

Core Values

• Committed to Client Success: Our actions and our words always align with the best interest of the client.
• One Team: We work collaboratively to overcome challenges with humility and respect and do what it takes to find innovative solutions.
• Integrity: We are unquestionably committed to doing the right thing even when it is hard.
• Accountability: We hold ourselves and each other accountable for keeping our commitments to our clients, our communities, and one another.
• Transparency: We create open lines of communication with each other and our clients, fostering relationships founded on candor and trust.

Physical Demands

Must be able to sit, stand, and bend for the duration of shift. The position is mainly sitting, with occasional lifting up to 50 lbs, such as laptop, server equipment, and if needed, commuting to the work site to meet with client(s).