Technical Service Manager

Brickstech; Wheeling (IL); On-site; USD 70,000 - 90,000; Full time

Job summary

Brickstech is seeking a Technical Service Manager to oversee a technical support team and ensure high-quality service delivery to clients and internal stakeholders.

The role requires a strong technical background, proven leadership, and the ability to resolve escalated issues promptly. It is an on-site position in Wheeling, IL, with a focus on SLAs, performance reporting, and continuous process improvement.

Qualifications

• Bachelor’s degree in Information Technology or Computer Science.
• Familiarity with ITIL service management framework.
• Experience with CRM software and support systems.
• Strong leadership and people-management abilities.
• Excellent verbal and written communication skills.

Responsibilities

• Lead and motivate a team of technical support specialists.
• Develop and implement service strategies to improve delivery.
• Oversee resolution of technical issues and ensure customer satisfaction.
• Act as primary contact for escalated issues and stakeholder updates.
• Coordinate with other departments to ensure seamless operations.
• Monitor SLAs and drive performance against targets.
• Train and mentor staff to enhance skills and performance.
• Prepare service performance reports for management.
• Continuously evaluate processes for improvements.
• Stay updated on industry trends and tech advancements.

Skills

Leadership

Problem-solving

Communication

Customer satisfaction

Escalation management

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

ITIL

CRM software

Technical support tools

Job description

Job Summary

We are seeking a dedicated and knowledgeable Technical Service Manager to oversee and manage technical support operations. The role involves managing a team of technical service specialists to ensure efficient and effective service delivery to clients and internal stakeholders. The ideal candidate will possess a strong technical background, excellent leadership skills, and the ability to manage and resolve complex technical issues promptly.

Responsibilities

• Manage and lead a team of technical support specialists.
• Develop and implement technical service strategies to improve service delivery.
• Oversee the resolution of technical issues and ensure customer satisfaction.
• Act as the main point of contact for escalated technical issues and manage stakeholder communication.
• Coordinate with other departments to ensure seamless service operations.
• Monitor service level agreements (SLAs) and ensure targets are met.
• Train and mentor team members to enhance their technical skills and improve performance outcomes.
• Prepare and present service performance reports to stakeholders and upper management.
• Continuously evaluate processes and procedures for improvement opportunities.
• Stay updated with the latest industry trends and technological advancements.

Requirements

• Minimum of 1–2 years of experience in a technical service role or similar position.
• Proven leadership abilities with experience in managing and motivating a support team.
• Strong problem-solving skills with a focus on customer satisfaction.
• Ability to manage and resolve escalated issues in a timely manner.
• Excellent verbal and written communication skills.

Qualifications

• Bachelor’s degree in a relevant field such as Information Technology, Computer Science, or related discipline.
• Extensive knowledge of technical support systems and procedures.
• Familiarity with industry-standard service management frameworks (e.g., ITIL).
• Proficiency in using technical support applications and CRM software.
• Strong organizational skills with the ability to manage multiple tasks and priorities.

Working Conditions

• Full-time position.
• On-site work setting.