Technical Service Manager — Lead SLA & Solutions

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

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.