Technology Services Manager

Talis Consulting Group; Seattle (WA); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Talis Consulting Group is seeking an IT Manager / Technology Services Manager to lead a team of technical professionals across Tier 1 and 2 support, delivering reliable end-user technology experiences. Hybrid work is offered in Seattle.

The role combines people management, IT service management, client engineering, and technology operations, with a strong focus on continuous improvement of processes, technology, service delivery, and customer experience.

Qualifications

• 5+ years of progressive IT experience, including leadership of Help Desk, Service Desk, Client Engineering, or end-user technology teams.
• Strong experience with Microsoft 365 and modern workplace/end-user technologies.
• Experience with Jira and IT service management processes, including Incident, Change, and Problem Management.
• Strong understanding of endpoint/client device management and lifecycle practices.
• Demonstrated ability to improve IT processes, service delivery, and customer satisfaction.
• Strong people leadership, communication, problem-solving, and stakeholder-management skills.
• ITIL v4 certification or practical experience working within ITIL-based environments is preferred.

Responsibilities

• Lead, coach, and develop the Help Desk and Client Engineering teams, including approximately six technical professionals.
• Manage day-to-day Help Desk operations, including ticket management, escalations, workload prioritization, staffing, scheduling, and service levels.
• Oversee enterprise-wide endpoint and client device engineering, deployment, configuration, maintenance, and lifecycle management.
• Support and continuously improve the Microsoft 365 end-user environment and workplace technologies.
• Own and improve IT service management processes, including Incident, Major Incident, Change, and Problem Management.
• Utilize Jira to manage service requests, incidents, workflows, projects, and operational reporting.
• Continuously evaluate Help Desk performance, recurring issues, processes, and user feedback to identify opportunities to improve efficiency and the overall customer experience.
• Serve as a senior escalation point for complex end-user technology issues and coordinate resolution across IT teams.
• Partner with business stakeholders to understand technology needs, workflows, and opportunities to improve employee productivity.
• Lead and participate in technology projects and modernization initiatives impacting end-user computing and service delivery.
• Evaluate emerging technologies and contribute to technology standards, planning, and roadmap development.
• Manage technology vendors, budgeting, purchasing, and resource planning for the function.

Skills

Leadership

Communication

Stakeholder management

Problem solving

Continuous improvement

Customer experience

Team development

End-user technology

Tools

Jira

Microsoft 365

IT service management tools

Job description

Talis Consulting Group is recruiting a IT Manager / Technology Services Manager for a prominent regional risk-management organization consistently recognized as one of Washington State’s 100 Best Companies to Work For. The organization is modernizing under new executive leadership, with significant investment in technology, infrastructure, and security.

Location: Hybrid — Seattle

This role will lead a team of technical professionals across Tier 1 and Tier 2 support and will be responsible for delivering reliable, responsive, and high-quality end-user technology experience.

The ideal candidate will bring a strong continuous-improvement mindset, someone who is always looking for ways to improve processes, technology, service delivery, and ultimately the customer experience. This is a hands-on leadership role combining people management, IT service management, client engineering, and technology operations.

Responsibilities

• Lead, coach, and develop the Help Desk and Client Engineering teams, including approximately six technical professionals.
• Manage day-to-day Help Desk operations, including ticket management, escalations, workload prioritization, staffing, scheduling, and service levels.
• Oversee enterprise-wide endpoint and client device engineering, deployment, configuration, maintenance, and lifecycle management.
• Support and continuously improve the Microsoft 365 end-user environment and workplace technologies.
• Own and improve IT service management processes, including Incident, Major Incident, Change, and Problem Management.
• Utilize Jira to manage service requests, incidents, workflows, projects, and operational reporting.
• Continuously evaluate Help Desk performance, recurring issues, processes, and user feedback to identify opportunities to improve efficiency and the overall customer experience.
• Serve as a senior escalation point for complex end-user technology issues and coordinate resolution across IT teams.
• Partner with business stakeholders to understand technology needs, workflows, and opportunities to improve employee productivity.
• Lead and participate in technology projects and modernization initiatives impacting end-user computing and service delivery.
• Evaluate emerging technologies and contribute to technology standards, planning, and roadmap development.
• Manage technology vendors, budgeting, purchasing, and resource planning for the function.

Qualifications

• 5+ years of progressive IT experience, including leadership of Help Desk, Service Desk, Client Engineering, or end-user technology teams.
• Strong experience with Microsoft 365 and modern workplace/end-user technologies.
• Experience with Jira and IT service management processes, including Incident, Change, and Problem Management.
• Strong understanding of endpoint/client device management and lifecycle practices.
• Demonstrated ability to improve IT processes, service delivery, and customer satisfaction.
• Strong people leadership, communication, problem-solving, and stakeholder-management skills.
• ITIL v4 certification or practical experience working within ITIL-based environments is preferred.