Senior Manager of Technical Services

The Senior Manager of Technical Services is responsible for overseeing and leading the Technical Support and Field Quality Assurance (FQA) teams that operate around the clock, 24/7/365. While this role's working hours will primarily follow a set schedule, they must ensure continuous team performance, address urgent concerns, and implement strategies for effective shift coverage and service excelllence. This role requires a strategic leader with deep technical expertise, strong customer service orientation, and the ability to drive process improvements. The Senior Manager will establish the best practices, enhance team collaboration, and ensure efficient service delivery while maintaining high-quality technical support.

Applicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294

Location: Bethesda, MD. In office position.
• Travel: This position does not require travel
• Salary Range: $120,000-$150,000/year

Leadership & Strategy

• Provide direction, mentorship, and leadership to the Technical Support and FQA teams, ensuring alignment with company goals.

Operations & Process Improvement

• Implement and optimize workflows, ensuring efficient handling of customer and field service requests.

Collaboration & Escalation Management

• Act as the primary liaison between Technical Support and FQA, ensuring seamless handoffs for escalations requiring internal interventions.

Performance Management

• Define and track KPIs for both teams, continuously assessing and optimizing team efficiency, customer satisfaction, and response times.

Customer & Internal Support Excellence

• Ensure all inquiries from customers and field operations are handled promptly, effectively, and with a focus on quality resolution.

Training & Development

• Oversee the development of a structured training program to bridge skill gaps across the teams, ensuring consistency in knowledge and capabilities.

Technology & Systems Oversight

• Ensure both teams utilize the same tools and technologies, efficiently, providing recommendations for process automation and system enhancements. Assist with evaluating and implementing new technologies for operation growth

Operations & Process Improvement

• Implement and optimize workflows, ensuring efficient handling of customer and field service

Collaboration & Escalation Management

• Act as the primary liaison between Technical Support and FQA, ensuring seamless handoffs for escalations requiring internal

Performance Management

• Define and track KPls for both teams, continuously assessing and optimizing team efficiency, customer satisfaction, and response times.

Customer & Internal Support Excellence

• Ensure all inquiries from customers and field operations are handled promptly, effectively, and with a focus on quality

Training & Development

• Oversee the development of a structured training program to bridge skill gaps across the teams, ensuring consistency in knowledge and capabilities.

Technology & Systems Oversight

• Ensure both teams utilize the same tools and technologies efficiently, providing recommendations for process automation and system Assist with evaluating and implementing new technologies for operation growth.

Evolving Role

• Adapt responsibilities to align with emerging business needs, changing organizational goals, and evolving market trends.

Education

• Bachelor's degree in IT, Engineering, or related field preferred. Equivalent professional experience will be considered.

Experience

• Experience: 5-7 years of experience in technical support, field service, or IT operations leadership role.
• Industry Knowledge: Experience in access control, security systems, SaaS, or preferred technology-driven environments a plus.
• Proven ability to lead process improvement initiatives, particularly in a technical/customer service environment.

Interpersonal Skills

• Excellent written and verbal communication for effective collaboration across teams.
• Ability to schedule and manage staffing in 24/7/365 environment.
• Ability to work independently and proactively address challenges.
• Strong leadership and team management experience with a proven ability to develop high-performing teams.
• Ability to analyze and improve workflows, ensuring efficiency and high customer satisfaction.
• Excellent problem-solving and decision-making capabilities.
• Strong technical acumen. Deep understanding of access control systems and customer support platforms a plus.
• Exceptional communication and stakeholder management skills.