Engineering Manager, Service Delivery bei Twin State Technical Services LTD

Description

Are you ready to take your leadership skills to the next level and make a real impact in the world of IT support? We are seeking a dynamic and experienced Manager of Service Desk and Managed Services to join our team!

In this pivotal role, you will oversee the day-to-day operations of our service desk and managed services teams, ensuring exceptional customer experiences and driving continuous improvement. You'll collaborate with talented professionals, implement best practices, and champion innovative solutions that help our clients succeed.

If you have a passion for technology, a knack for motivating teams, and a strategic mindset for process optimization, we want to hear from you! Join us and be part of a forward-thinking company that values growth, innovation, and excellence.

As an Engineering Manager at TSTS, you will lead the core of the company’s service delivery and client engagement. This role oversees the managed services and IT service desk teams, ensuring we provide exceptional technical support and innovative managed IT solutions to both our internal teams and our external clients. You will be responsible for fostering a culture of technical excellence and continuous improvement, developing talent, and driving strategic initiatives that enhance the company’s service offerings. 

Responsibilities include, but are not limited, to the following:

• Lead a high-performance Team: Supervise, develop, and mentor a team of high-functioning Service Desk (Tier 1-3), Network Operations Center (NOC) Engineers, and Systems Administrator professionals. You will be responsible for recruiting, hiring, coaching, developing career paths, and retaining top talent, establishing a culture of accountability, and driving professional growth. 
• Elevate Service Delivery and Client Satisfaction: Oversee daily operations, ensuring timely resolution of incidents and requests. You will be directly accountable for managing ticket queues, improving first call resolution, minimizing client escalations, meeting Service Level Agreements (SLAs), reducing response and resolution times, and managing ticket volumes and utilization tracking and reporting. This requires a focus on enhancing service quality and client satisfaction. 
• Innovate and Optimize Processes: Drive continuous improvement initiatives by developing and implementing advanced policies and procedures for our support and managed services. This includes optimizing workflows, implementing automation to drive efficiency, ensuring RMM health, adopting innovative technologies, and streamlining operations. 
• Strategic Client Partnership: Collaborate with internal departments and external clients to understand their business needs and deliver tailored, high-value managed services solutions. You will manage complex escalations and serve as a trusted advisor to clients. 
• Influence Technology Strategy: Remain current with emerging technologies and trends in IT service management. Your insights will help shape the company’s technical strategy and ensure we remain a leader in our field. 
• Ensure Operational Integrity: Prepare regular reports and metrics to track performance and client satisfaction. You will also ensure compliance with organizational and industry standards, including cybersecurity best practices. 

Requirements

Required Skills:

• Technical Acumen: Strong knowledge of IT support processes, service management frameworks (e.g., ITIL), and managed services delivery.  
• Strategic Mindset: The ability to see beyond daily tasks and align service delivery with strategic business objectives. 
• Exceptional Communication: The ability to communicate effectively with technical teams, business leaders, and clients. 
• Analytical and Problem-Solving Skills: The ability to analyze data, identify trends, and solve complex problems. 
• Adaptability: The ability to thrive in a fast-paced environment and adapt to changing technologies and business needs. 

Education and Experience:

• A bachelor's degree in Information Technology, Computer Science, or a related field is preferred. 
• A minimum of 5 years of experience in IT service desk or managed services, with at least 2 years in a leadership or managerial capacity. 
• Experience with modern service desk ticketing systems (PSA), remote support tools (RMM), backup systems, and security tools (e.g., endpoint detection and response), and IT infrastructure management is required. 
• ITIL, CompTIA, or similar certifications are considered a plus.